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"Where are we? Contact Center Insights at mid-Year 2023"

Wednesday, August 23, 2023 at 2pm EDT

Join ICMI principal analyst Tim McElgunn in conversation with contact center and digital transformation torchbearer Roy Atkinson and customer experience evangelist Nate Brown on August 23rd at 2 p.m. ET for a wide ranging hour of discussion and insight into the state of Contact Center people, processes, and technology after a year of unprecedented change.

We will look at some of the hard data ICMI surveys have gathered over the last year or so and talk about the implications of those numbers and how well they synch up with what we are hearing from clients, vendors, and our industry peers.

This is one mid-year review you are going to be glad to schedule! See you there.

Speakers:

Roy Atkinson
CEO and Principal Advisor
Clifton Butterfield, LLC
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf.

His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.

Nate Brown
Customer Experience Evangelist
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to customer experience in 2015. After authoring “The CX Primer,” Nate was named the "CX Influencer of the Year" by CloudCherry in 2019 and is recognized as a top global CX thought leader by more than a dozen organizations across the globe, including ICMI. Previously, Nate has served as Senior Director of Customer Experience for Arise Virtual Solutions, Chief Experience Officer at Officium Labs, and in many other senior CX leadership roles. Nate is regularly featured at a variety of conferences, including ICMI’s CCExpo, speaking and training on the CX topics he loves.

Tim McElgunn
Principal Analyst
ICMI & HDI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

Offered Free by: ICMI
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