A quick web search for the title of this month’s ICMI webinar surfaces dozens of think pieces and articles proclaiming 2023 the year of experience management. Others declare a grim outlook for customer experience initiatives as economic forecasters struggle to read their crystal balls and many C-suites focus on slashing spending to preserve share price and bonuses, if not jobs. Meanwhile, many of the most successful established and emerging brands continue pursuing genuine transformation initiatives and leveraging technology, including rapid AI advances, to create and demonstrate real ROI for experience management.

Join industry veteran and CX executive Michelle Martinez and ICMI principal analyst Tim McElgunn for a 30 minute conversation exploring where experience management stands at the beginning of 2023.

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