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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.

Session 602: Practical Ways to Maximize CX Impact with Heart & Science

Stacy Sherman  (Keynote Speaker▫️Author▫️Advisor/Coach▫️Journalist▫️Podcast Host: DoingCXRight.com, Doing CX Right)

Location: Session page in app

Date: Thursday, May 18

Time: 3:45 pm - 4:30 pm

Session Type: Session

Vault Recording: TBD

What's in it for the audience:

Learn a proprietary framework to DO CX RIGHT (not talk about it) as a competitive advantage.

Why it's different:
Based on research, real-world stories & Stacy's extensive knowledge leading experience management at top brands.


  1. What Doing CX Right means vs. Customer Service.
  2. Summary of Heart and Science™ CX Framework
  3. Simple and practical strategies to differentiate brands now!