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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 606: The CX Mindset: What It Really Takes for Contact Centers to Thrive in the Digital Age

Dianne McCoubrey  (VP of Sales, Grypp)

Location: Gardenia

Date: Thursday, October 19

Time: 4:00 pm - 5:00 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Track: Revolutionize the Experience, Maximize Productivity and Operations

Session Type: Session

Vault Recording: TBD

Digital is table stakes in today's customer interactions and yet our highest cost channel — voice — remains stubbornly non-digital, with no significant advancements made in over a century. All of this is changing rapidly with visual and digital engagement at the epicenter of transforming voice, chat, and messaging, to enable call centers to serve better and sell more. In this session, Dianne McCoubrey will lead a panel discussion to unpack:

  • How to distinguish your CX from that of your rivals
  • How to provide a consistent customer experience across all channels
  • How to turn service cost centers into solution profit centers
  • How to decrease agent and customer attrition
  • How to drive CX up!