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#ICMIchat Recap: How much does the customer journey impact the customer experience?

By Erica Marois | Date Published: November 20, 2014 - Last Updated August 22, 2018 | Comments

How much does the customer journey impact the overall customer experience?  This is a question that ICMI and LiveOps sought to answer this year, and we're excited to unveil all the results of our brand new industry research in early 2015.

In the meantime, check out the #ICMIchat recap below for a few sneak peeks at the data.  This week Justin Robbins led our discussion on the customer journey, and boy was it lively! 

Join us again next week as we give thanks for the contact center with a very special holiday-theme #ICMIchat.  The conversation kicks off every Tuesday at 1pm EST.  Hope to see you there!

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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