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Learn How Employee Experience (EX) Affects Customer Experience (CX) & How to Succeed at Both
Employee experience (EX) has always been one of the key factors affecting Customer experience (CX.) Now that digital transformation has ramped up - and companies are implementing new features to improve customer experience - how does it affect your employee's contact center journey? Where does EX fit within your digital transformation strategy?

Join us on Thurs., Oct. 11 at 1:00 PM Eastern/10:00 AM Pacific to learn how enterprise contact centers can improve employee experience in the new digital environment.

The expert panelists for this complimentary 45-minute webinar are:

- Martin Tracy, CEO, LANtelligence Inc. (, a leading provider of unified communications and cloud contact center solutions

- Erica Marois, Content Manager, ICMI (, a recognized authority on contact center excellence

- Neal Dlin, Chief Customer Obsessed Officer, Chorus Tree (, which helps contact centers increase both their Customer AND Employee Engagement results.

The panel moderator is Mike Aoki, President, Reflective Keynotes Inc. (, a Toronto based company that specializes in contact center sales and customer service training

Who should attend:
- VPs & Directors of Customer Experience
- VPs & Directors of Customer Service
- VPs & Directors of Contact Centers

Thanks for participating industry associations such as GTACC (the Greater Toronto Area Contact Center association for encouraging their members to attend.

Seating is limited to the first 100 attendees. Reserve your seat now for this insightful look at the future of enterprise contact centers.

Oct 11, 2018 1:00 PM in Eastern Time (US and Canada)

* Required information


Erica Marois
Content Manager
Erica Marois is the Content Manager at ICMI. She hosts #ICMIchat, moderates ICMI webinars, manages content on, oversees the ICMI Global Contact Center Awards program, and is a member of the ICMI Contact Center Demo Advisory Board. She often speaks at industry events and is passionate about helping customer service leaders find unique solutions to their most significant challenges. Find Erica on social media: |
Neal Dlin
Chief Customer Obsessed Officer
Neal Dlin is a long-time practitioner and thought leader in the areas of customer experience, employee engagement and contact centers. With over 20 years of experience across multiple industries, leading brands and digital start-ups, he has proven expertise in service strategy development, employee and customer journey design, contact center operations and organizational transformation. Servant leadership is at the heart of his approach, coupled with a futurist perspective, he has a strong track record of building high performing, empowered and cohesive teams. His constant drive to create safe, idea fostering environments, along with his authentic passion and strategic leadership maintains him as a game-changing player in the customer and employee experience space. FInd Neal on social media: | |
Martin Tracey
Martin has started his career in Telecom industry with big carriers like Bell Canada over 25 years ago. In 1998, he founded Comsel Communications, a Telephony Value added Reseller. In 2000, became one of the first ShoreTel partners and was one of the first companies to provide only VoIP solutions. In 2007, Tracey acquired LANtelligence, Inc. and created a brand of a truly pro-active solution and support organization. Now, he is one of the biggest advocates for digital transformation in customer experience (CX). Find Martin on social media: |