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Hearing What They Aren’t Telling You: Measuring and Optimizing the Self-Service Customer Experience

Air Date: November 16, 2022
Time: 2:00 pm ET

Josh Streets

Moderators: Tim McElgunn
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Watch the webinar video below.

As omnichannel contact centers become the norm, customers expect to interact with companies and brands on their own terms. For many, that means access to non-linear self-service channels at their convenience, as well as the option to interact directly with agents when they want or need to. With every customer creating their own experience and choosing different channels at different times, how can your organization know what customers’ expectations are, and be sure you are meeting them?

Join ICMI to learn how to listen to the voice of your customers as they move between high touch and self-service channels. We’ll discuss how you can use that insight to create a CX-obsessed culture and help your teams deliver world-class customer experiences, whenever and wherever your customers choose to interact with you.

Headshot for Josh Streets
Josh Streets
CEO and Founder, Scoreboard Group

Josh Streets is the CEO & Founder of Scoreboard Group Consulting, a company focused on partnering with HDI and ICMI to help companies find and implement the right technologies to improve the employee and customer experience. Josh is also ICMI’s Technology Practice leader. Learn more about how ICMI’s Technology Practice can help you accelerate your technology roadmap.


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: Knowledge Management, Strategy, Metrics