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Is 2023 the Year of Experience Management?

Air Date: On Demand
Time: On Demand
Moderators: Tim McElgunn

Watch the webinar video below.

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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Tim McElgunn
Tim McElgunn
Principal Analyst, ICMI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

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