Live | October 16 - 19
Orlando | FL
ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.
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Click on session titles for full session descriptions. All times noted are in EST.
Nate Brown (Co-Founder, CX Accelerator)
Location: Gardenia
Date: Wednesday, October 18
Time: 10:15 am - 11:15 am
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!
Track: Revolutionize the Experience, Maximize Productivity and Operations
Session Type: Session
Vault Recording: TBD
So much is changing today in the CX field, but perhaps no discipline as quickly and dramatically as Voice of Customer. Our customers are offering up feedback in such different ways and in such different places than they were even five years ago. Sadly, for most organizations, the "VoC Engine" (to use a Jeanne Bliss term) has become tremendously out-of-date. It's time for a series tune up!
As service leaders, there is almost nothing more important we can do for the business than effectively capture the customer's voice and drive meaningful change with it. This session will equip you with a new mentality and new tools when it comes to all things customer feedback. You'll learn: