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Optimizing CX to Create Strategic Value in the “Next Normal”

Optimizing CX to Create Strategic Value in the “Next Normal”

Air Date: November 17, 2021
Time: 2:30 pm ET

Josh Streets , Nate Brown

Moderators: Tim McElgunn

Watch the webinar video below.

As customer preferences and expectations about how they interact with product and service brands evolve, the contact center plays an increasingly strategic role in supporting company growth. Customers demand flexible access options and expect seamless, effective, and personalized interactions every time they contact your team. Meeting those expectations requires organizations to invest in hiring, training, and engaging agents — and giving them the tools they need to deliver personalized support and solutions. At the same time, meeting customer expectations also requires identifying, prioritizing, and investing in automated solutions to augment human workforces.

In this discussion, our panelists will explore and illuminate:

  • The current state of the customer experience
  • Exploring evolving customer expectations
  • How and where customers interact (and would prefer to interact) with customer support agents
  • Automated systems, and how contact center managers must adapt workforce management, technology, and operational strategies in response.

Save My Seat!

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.


Nate Brown
Nate Brown
Sr. Director of Customer Experience, Arise Virtual Solutions

Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.


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: Director, Contact Channels, Customer Experience