Customer Experience Transformation: From Strategy to Inception

Customer Experience Transformation: From Strategy to Inception

Cindy Garrett, Tom Hulsebosch, Carolyn Sarb

Monday, November 3rd from 8:30am - 12:00pm

If your customer experience needs an overhaul but you’re not sure where to begin, this workshop is for you! Utilizing the journey of a large mid-western water utility, you’ll discover how to transform your customer experience from the ground up – from organizational design, to reworking operations and strategy, to the technology and processes that support your goals. Learn how they developed a roadmap/strategy for success, prioritized and executed initiatives, and ensured continued support of new processes/technology. You’ll leave with insights on best practices and lessons learned, as well as a structured approach you can utilize to transform the customer experience in your own center.

Be sure to stop by West Monroe's booth at the conference to learn more. We will be located at booth #115.

For more information on the Contact Center Demo & Conference or to register, visit ICMI's website here.