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The State of EX and CX in 2022 and Beyond


Air Date: December 15, 2021
Time: 2:00 pm ET
Presenters:

Becky Roemen , Janelle Dieken

Moderators: Tim McElgunn
Sponsor:
Genesys

Watch the webinar video below.

The research is clear: Employee experience is at the center of customer experience – happy workers make customers happy, happy customers spend money, cost us less, and keep our stakeholders happy. But, with the pandemic continuing to roil personal and working lives, managing customer interactions and continually improving customer satisfaction remains a critical challenge and places employee experience high on the list of CX leaders’ 2022 strategic priorities.

In this insight-packed webinar, you’ll hear from service management experts with many years of practical experience and learn how to apply the ITIL framework to any technology-enabled service. We’ll discuss how the components and activities in the Service Value System work together to facilitate value creation and how the Four Dimensions model helps ensure a holistic approach to service management.

You’ll leave with a better understanding of the ITIL4 framework and its role in providing effective governance and management of your products and services. 

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Presenters
Becky Roemen
Manager, CX Solutions and Consulting, Avtex

Becky Roemen innovates for clients in customer experience strategies and the contact center operations space. She’s particularly passionate about marrying contact center operations into the larger customer experience initiatives, and she's an accomplished leader of digital, operational, and customer experience transformations. Becky has been recognized as an ICMI Top 50 Thought Leader in the industry several years running and her articles can be seen in several trade publications. Becky was named Technology Thought Leader of the Year for the 2019 ICMI Movers & Shakers Awards and was named one of CloudCherry's 2019 CX Influencers of the Year. Most recently, she was named a Top 150 Global Customer Experience Thought Leaders and Influencers of 2020 by CX Insider.

Headshot for Janelle Dieken
Janelle Dieken
SVP, Content Marketing, Genesys

As the SVP of content marketing at Genesys, Janelle Dieken is responsible for the lifecycle of Genesys solutions, including innovation concepts, competitive intelligence, product marketing, and financial sales tools and analytics to drive continued business growth. She has a track record in building high performing teams, thrives on leading cross-functional strategic initiatives, and is passionate about storytelling. Janelle joined Genesys in 2003 as a solutions consultant and prior to her current role, also led the global Genesys Business Consulting practice with a certification in Global Customer Experience Management and formal training in service design.

Prior to joining Genesys, Janelle implemented Genesys solutions and led professional services engagements as a technical consultant for Cap Gemini and Ernst & Young. Janelle holds a bachelor’s degree in mathematics and computer science from Illinois Wesleyan University.



Moderators
Tim McElgunn
Tim McElgunn
Principal Analyst, ICMI
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.

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