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


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

Josh Streets , Nate Brown

Moderators: Tim McElgunn
Sponsor:
Genesys

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.

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Presenters
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
,

Nate Brown loves two things very much...customer experience and community. Fortunately, these concepts go hand-in-hand! As a community builder, Nate co-founded CX Accelerator in 2018. Quickly growing to well over four thousand members, this vibrant collection of CX leaders is helping one another to maximize their career and accomplish remarkable things in service to others.

 

As a Customer Experience executive and consultant, Nate has built up contact centers from scratch, anchored complex CX functions, and helped to foster exceptional employee-customer connections in dozens of organizations. He's worked in a variety of industries including gaming, SaaS, technology, retail and healthcare for brands such as CHEP, WB Games, UL, and Sunbasket. Nate serves as the Head of Education and Enablement for Metric Sherpa.

 

Shortly after authoring The Ultimate CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry, and a top global CX thought leader by ICMI, CX Network, Exceeders, Netomi, and MartechVibe to name a few. Nate was voted "most impactful influencer in the CX landscape for 2023" by Kustomer. He has been widely recognized for a unique ability to infuse energy and excitement into the work of CX for employees at all levels of the organization. When not "CX'ing, Brown is a competitive disc golfer, certified pickleball instructor, husband and 2X girl dad.



Moderators
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