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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.

John GoodmanVice ChairmanCCMC

Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research for the White House Office of Consumer Affairs in the 1980s. He assisted in the analysis of the 9th wave of the National Rage Study, completed in March 2020, on American consumers’ complaining behavior, service expectations and word of mouth and led the 2021 first-ever quantitative study of customer delight. Over the past 40 years, Mr. Goodman has managed more than 1,000 separate customer experience studies in 15 countries for 45 of the Fortune 100 as well as dozens of non-profit and government entities. His books are CX 3.0 and Strategic Customer Service, both of which are available in multiple languages.