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Customer Experience


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5 Things Your Agents Can Say to Dissolve Customer Frustration Immediately

Note from the editors: This week, we're sharing some of the most popular posts of 2017. The advice is still relevant, so whether you're reading them for the first time, or giving... Read More

Privacy vs. Personalization: What Every Contact Center Manager Needs to Know

In today’s customer experience economy, personalized interactions are a leading differentiator in creating meaningful touchpoints between you and your customers. Purchase history, channel preferences, communication style – the more you can demonstrate... Read More

Featured Friday Articles: Week of November 5, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Characteristics of Great CX Leaders

Earlier this year, ICMI released its first list of Customer Experience (CX) Movers & Shakers. This month, we'll celebrate and honor those professionals at a ROCKstar party at ICMI Contact Center Demo.... Read More

Contact Center Predictions in Three Sizes

The end of the calendar year often brings with it the inexorable look into the crystal ball. It seems everywhere you look someone is touting that they know what the future holds.... Read More

How to Practically Connect EX and CX

People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Sadly, it's often just talk.  Establishing a meaningful connection between your employee experience and the Customer... Read More

Featured Friday Articles: Week of October 29, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

You Don't Need a Crystal Ball! How to Anticipate Customer Needs

A few years ago, this question was posted on Quora: What does excellent customer service mean to you? (You can read the full thread here.) One of the responses? Great customer service... Read More

Featured Articles Friday: Week of October 22, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Featured Articles Friday: Week of October 15, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More



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