Designing the Modern Customer Experience


ICMI’s latest research indicates a challenging landscape ahead for customer service providers.


  • The experience is inconsistent and it’s causing serious damage.
  • Customers don’t want to use the channels you think they do.
  • Less than one-fourth of contact center leaders believe that their organization provides a consistent customer experience 

But there’s a hopeful future for the companies that adapt.


Measuring the Effectiveness of Your Training Program article cover
This free ICMI toolkit provides in-depth knowledge, metrics, walk-throughs, and tips on how you can refine and strengthen your customer experience.

ICMI Consulting believes that even within inflexible organizations, changes can be made to raise productivity within your team and add value to your company. Here is your chance to get started!


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ICMI Consulting is the leading industry expert for improving contact center operations.