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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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Session 201: Practical Ways to Maximize CX Impact with Heart & Science

Stacy Sherman  (Founder, DoingCXRight®‬)

Location: Java Sea 2

Date: Wednesday, October 18

Time: 11:30 am - 12:30 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Track: Boost Your Culture, Elevate Your Strategy and Leadership

Session Type: Session

Vault Recording: Video

There are countless approaches to optimizing the customer experience. But how do you know if you're doing it right? In this session, Stacy Sherman will share a framework for "Doing CX Right"—based on research and real-world stories—and you'll discover how to use this framework as your brand and service differentiator. You'll learn how to:
  • Bring the heart (human centricity) into your business, increasing agent value to deliver customer excellence
  • Leverage science (data) to inform decisions beyond Net Promoter Score (NPS)
  • Eliminate barriers to CX success that is applicable across industries