Digital | May 17 - 18
Orlando | October 16 - 19
ICMI's Contact Center Expo: A Digital Experience 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. Click on session titles for full session descriptions. All times noted are in EST.
Nate Brown (Co-founder, CX Accelerator)
Justin Robbins (Founder, Metrics Sherpa)
Location: Session page in app
Date: Thursday, May 18
Time: 1:00 pm - 1:45 pm
Track: Revolutionizing the Customer Experience
Session Type: Session
Vault Recording: TBD
Join Justin and Nate for a thoughtful approach to Customer Experience! When we explore both the scientific and artistic natures of CX work, we can do it better than ever before. Hear key findings from new research featuring top CX thought leaders from major brands on how we can evolve our mentality together. Psychology, after all, is "study of the human mind and its functions, especially those affecting behavior." If you are serious about increasing loyalty...with both your employees and your customers...understanding these principles will make a tremendous difference.
Key takeaways include:
- Identifying the current potential gaps in our thinking towards CX
- How to more effectively enter the mind of your customer to understand the origin of perceptions
- How to activate both left brain and right brain thinking to enhance loyalty