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Customer Experience

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It's Possible! Deliver Exceptional CX and Drive Change

Your company promises some return on investment to customers: your product or service will make their lives "better," which is often stated in terms of cost reduction, new efficiencies, better data, or... Read More

Announcing the 2018 ICMI Customer Experience Movers & Shakers

Last month we set out on a mission to recognize trailblazers in the contact center and customer experience industry. We received dozens of nominations across each of six unique categories and evaluated... Read More

Featured Articles Friday: Week of September 10, 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

Three Ways Your Contact Center Can Make or Break Your Brand Promise

Research by Forrester shows that “Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products.” (The US Customer Experience Index, 2018; Forrester... Read More

How to Scale Your Culture as Your Contact Center Grows

What is culture? In my mind, it is the principle that will guide employees to behave in a certain way - the operative term being, guide, not force. Culture is also the... Read More

4 CX Actions for the Cash-strapped, Resource-limited Contact Center

Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. It’s called Minimum Viable Product (MVP).... Read More

The Contact Center Must Evolve: 5 Trends to Watch

Constant evolution is essential in the contact center industry. A few short years ago, we only talked about 'call centers' but very quickly that transformed into discussions about 'contact centers.' A contact... Read More

Candidate Experience: Not Another Buzzword

People hate buzzwords and cliche business phrases. Through constant overuse (and misuse) they end up adding obscurity to the intent of original messages and inhibit effective communication. Over the past couple of... Read More

A Shocking Look at the Customer Experience in Utilities Companies

Customer expectations are always changing and evolving. To keep up, many companies are focusing more efforts on building a customer-centric culture, and driving Customer Experience improvements. While many industries have adopted an... Read More

8 Obstacles Preventing Brands from Delivering Excellent Social Media Customer Care

Facebook has been on the scene for nearly 15 years. Twitter? 12 years. According to a study by Mediakix, the average person will spend more than five years of their life on... Read More

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