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Today’s Challenge: Where to Invest for Long-Term Contact Center Success

Air Date: September 27, 2023
Time: 2:00 pm ET

Geeta Menon , Jon Arnold , Nerys Corfield

Moderators: Tim McElgunn

Watch the webinar video below.

Years of data make it crystal clear: organizations that consistently invest in the tools and training needed to deliver excellent customer and employee experience realize solid returns on those investments. In fact, those organizations’ financial results consistently outperform those of their peers, and the market as a whole, through good times and bad.

Still, deciding how to best apply those investments is always tougher during periods of economic uncertainty as contact centers compete for their piece of tighter budgets. And, with the incredibly rapid evolution of AI-powered tools muddying the waters even more, deciding where to invest is more critical than ever. Join ICMI and a panel of industry experts for an in-depth discussion that will help contact center leaders to:

  • Make the case for continued investment in contact center agents and tools
  • Understand where these tools will have the biggest near- and long-term impact on your operation
  • Think clearly about the challenges and benefits of rationalizing and optimizing contact center tech stacks


Register now!

Geeta Menon
Director, Product Marketing, RingCentral

Geeta Menon is the director of product marketing at RingCentral, focusing on the contact center portfolio. She has more than 17 years of experience in product marketing and management for SaaS products, including collaboration, cloud contact center, conversational/generative AI, and network performance monitoring. She started her career in management consulting at Accenture before moving into SaaS marketing. Prior to RingCentral, she worked at at Webex, Verint, and Cisco.


Jon Arnold
Principal, J Arnold & Associates

Jon Arnold is Principal of J Arnold & Associates, an independent analyst practice providing thought leadership and go-to-market counsel with a focus on the business-level impact of digital transformation on the future of work. Core areas of expertise include unified communications, collaboration, cloud platforms (UCaaS, CCaaS and CPaaS), artificial intelligence, speech technologies, 5G, Internet of Things, contact centers, and customer experience.


Nerys Corfield
Director, Injection Consulting Limited

Before setting up her consultancy, Nerys Corfield spent almost 18 years in some of the UK’s most responsive outsourcers, managing contact center services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service, and Sky. Since setting up Injection Consulting in 2015, Nerys has immersed herself into the contact center technology space. This immersion into the world of contact center technology, coupled with extensive operational experience, has existed as the backdrop to carrying out regular contact center audits, delivering transformation programs, judging prestigious awards like the European Contact Centre and Customer Service Awards, chairing the DMA Contact Centre Council for three years, and being a regular on the webinar, keynote, and podcast circuit talking all things contact center.

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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