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

Schedule

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

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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