2015 ICMI Contact Center Research Findings: Own the Moments

Date Aired: Feb 26, 2015
Time: 1 PM Eastern Time
Presenters: Justin Robbins , Nate Brown , Ann Ruckstuhl , Erica Marois

Watch the webinar video below.

This 45-minute webinar reveals a portion of the latest ICMI Research Findings on the Customer Journey and shows you how to Own the Moments.

The customer journey is defined by moments, and brands are often defined by how they handle them: Moments to empower; moments to be proactive; moments to shine. Yet recent ICMI research, underwritten by LiveOps, has uncovered alarming statistics that reveal organizations may be creating more moments to forget—for customers and agents—than they realize.

74% of organizations acknowledge that they are preventing their front line from providing the best customer experience.

Why would organizations do something that is certain to make their employees unhappy, when it has been proven that happy agents make happy customers?

This is just one of the many startling discoveries from our research. Join us to hear more about our findings and how you could help your organization serve to its absolute best. You don't want to just excel in the moments, you want to own them.

During this webinar you will learn:

  • The differences and relationship between customer experience and customer journey
  • The negative impact today’s contact center can have on the connected customer
  • The potential outcomes of empowering agents to own the moment & delight customers
  • How to leverage data and insights to create positive customer experiences

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.


Justin Robbins
Founder, JM Robbins & Associates

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at

Nate Brown
Nate Brown
Chief Experience Officer, Officium Labs

Nate Brown is the cofounder of CX Accelerator. While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect the dots and solve the big problems. From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Follow him on Twitter @CustomerIsFirst or LinkedIn.

Ann Ruckstuhl
SVP & Chief Marketing Officer, LiveOps

Ann Sung Ruckstuhl is senior vice president and chief marketing officer at LiveOps. In her role, Ruckstuhl drives LiveOps’ overall marketing and lead generation strategies across the customer lifecycle. Her responsibilities include corporate, product, field and partner marketing, public relations, analyst relations, social media, demand creation, lead nurturing and customer retention.

Ruckstuhl has over 15 years of executive management experience in building successful software and service businesses at start-ups and Fortune 500 companies including Symantec, Sybase (an SAP company), Billpoint (acquired by eBay), and Hewlett-Packard. As an executive at Symantec and HP, Ruckstuhl drove steep revenue and profit growth in consumer tech support and network support services. She worked closely with a number of Symantec BPO partners to market services in 15 languages, provisioned by 14 contact centers with local access numbers in 25 countries. As a part of the core executive teams at Billpoint/eBay and Sybase, Ruckstuhl pioneered the person-to-person online payment technology and transformed Sybase from a database software company to a global leader in enterprise mobility. Ruckstuhl is a frequent speaker at industry conferences on consumerization of IT, cloud computing and marketing automation.

Ruckstuhl received her bachelor's degree in electrical engineering and her master's degree in business administration from the University of Florida.

Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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