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ICMI’s Contact Center Expo: A Digital Edition provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this one-day conference is sure to educate and inspire you.

Unlike most virtual events, we invest in delivering an interactive, community-focused experience that’s rooted in practical and actional information and customized networking.

Click on session titles for full session descriptions. All times noted are in EST.

Session 401: Think Big, Start Small, Move Fast


Courtnie Garteski Bergler  (Director, Mayo Clinic)

Brenda Johnson  ( SENIOR BUSINESS ANALYST, Mayo Clinic)

Date: Wednesday, May 15

Time: 3:15 pm - 4:00 pm

Session Type: Session

Vault Recording: TBD

Join us for compelling case study from Mayo Clinic: In today's digital age, businesses strive to enhance connections between agents and customers through digital solutions. However, understanding their expectations is paramount, as many organizations often invest in tools without fully comprehending their digital needs. Mayo Clinic embarked on a journey to uncover these needs without additional budgetary commitments. Through the power of minimum viable product (MVP) testing solutions, Mayo Clinic discovered intriguing insights. While less than 2% of customers were interested in chat tools, a significant 37% preferred 2-way text messaging. By evaluating in-house tools and setting clear goals, Mayo Clinic validated survey results and enhanced user experiences based on real data. The result? A significant increase in customer contact rates and service level agreements (SLA). Their journey not only proved the importance of 2-way text messaging but also provided a clear understanding of digital communication preferences. Now, Mayo Clinic is ready to select a sustainable product solution aligned with their identified needs, marking the next chapter in their digital evolution.


Creating what you assume customers want without validation of their preferences can result in wasted resources and missed opportunities.
Through the use of an MVP product you can inform purchasing decisions and development and design.
Understanding your business and customer needs is an ongoing process. By actively seeking feedback you can continuously improve your services and experiences.
Digital tools start aging as soon as you put them in.