Transforming the Value Of The Contact Center

Date: Available On-Demand

Time: Watch It Now

Presenter: John Zurn

Moderators: Erica Marois


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Learn how to overcome specific barriers to successfully transform your organization and make the contact center the key component to your success.

Carlson Rezidor Hotel Group is a global leader of hotels around the world, but lacked leadership support for investments in the contact center. In order to receive investments in both technology and resources, a significant change of how leadership perceived the value of the contact center was needed. In addition, the resources required to support this transformation had traditional views of technology and capabilities, so buy-in on the value of modernized cloud based tools was a key success factor.

Join us for this interactive and informative hour and live Q&A!


John Zurn

Senior Director of Reservations and Customer Care, Carlson Rezidor Hotel Group

John joined Carlson Rezidor Hotel Group (CHRG) in 2014 as the Senior Director of Reservations and Customer Care. As a Senior Director in Reservations and Customer Care, John is responsible for defining and executing the strategy to drive voice revenue generation and the positive guest experience across the live channels of phone, emails and social media in the US and EMEA hotel properties.

Over the last 75 years, CRHG has evolved from a Multi-Brand company to a worldwide Hospitality solution provider. This evolution and growth has required corresponding changes in how CRHG supports and interacts with customers with increasing focus on Omni-channel support, technology, knowledge management and information sharing.

Prior to joining CRHG, John was an executive leader with Creative Memories Inc. John is a graduate of Saint Cloud State University with a BA in Operation Management. John hold a MBA and a PHD in leadership form the University of Phoenix.

Erica Strother headshot

Erica Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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