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Is 2023 the Year of Experience Management?

Air Date: On Demand
Time: On Demand

Michelle Martinez

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.

Watch Now!

Headshot for Michelle Martinez
Michelle Martinez
CX Leader,

With a track record of success in implementing strategic plans that result in customer loyalty, Michelle Martinez is a visionary CX leader and an insatiable learner who engages in strategic, conceptual, and global thinking to solve problems using people and design-led approaches that consistently result in extraordinary outcomes. Over 20+ years in Marketing, Product Development and Client Success roles, Michelle’s been using her experience to transform customer experiences for organizations ranging from start-ups to Fortune 500 companies. And she’s not just strategic puffery – she knows a thing or two about contact center operations and has leveraged that to operationalize her thought-leading strategies. To her parent’s chagrin, she received a B.A. in biology from Swarthmore College, holds an M.A. in Sports Marketing from the University of Connecticut and is a licensed holistic nutrition coach. She loves being outdoors with her two girls and husband (whom she met on match.com). In her spare time, she figures out ways to make the junk food her kids love into health food.

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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Topics: Strategy, Employee Experience, Customer Experience