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Schedule 2025

Session 603: Maximizing Value Through Balanced Service Interactions

Nate Brown  (Co-Founder, CX Accelerator)

Date: Thursday, October 30

Time: 4:00 pm - 5:00 pm

Pass Type: Core Pass, Premier Pass, Premium Learning Pass

Track: Maximize Productivity and Operations

Session Type: Session

Vault Recording: TBD

Executives demand faster results, happier customers, and shrinking budgets. It’s a high-stakes juggling act—chasing efficiency without sacrificing connection. To make matters even more difficult, the vast majority of metrics we use to measure customer service / contact center performance are insufficient or misleading. BUT there is a path to real value and service innovation. The shift is this: making the quick parts quick, and the slow parts meaningful.

This discussion will feature various techniques and mentalites that help balance the drive for efficiency and the need for distinctive, personalized service. Join Nate Brown and your ICMI peers as we work together to demonstrate true value through enhanced customer interactions. You will learn:

• The different types of value we can generate through service interactions
• How to measure the business impact
• How to change the mentality of your service leaders and and front-line staff
• Evolving your service department to better fit evolving customer psychology