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Customer Experience


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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

Featured Articles Friday: Week of October 8, 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 1, 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

3 Keys to World-Class Customer Service

The beginning of October marks National Customer Service Week, which recognizes the important role that customer relationships play in virtually every industry. After all, customers are at the heart of every business's... Read More

The One Thing Companies Must Do Right: Omnichannel or Die

I recently had one of those customer service experiences that I knew I would write about in the end. It was disjointed, policy-driven and clear proof as to why companies like Amazon,... Read More

Customer Service Inspiration from my Bookshelf

Can we all acknowledge that customer service is a hard job? Whether we’re working at a great company with a great product and customer experience or we’re getting abused all day, every... Read More

Common Ways Contact Centers Prevent Agents from Saying "Yes"

Over the years, the ICMI Global Contact Center Awards program has recognized organizations such as LEGO, Chewy, moo, and Farmers Insurance, just to name a few. All of these brands are known... Read More

Featured Articles Friday: Week of September 24, 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

How to Make Every Week Customer Service Week

Customer Service Week is a great time to celebrate the great work your agents do throughout the year while refocusing everyone on our customers. Yet it doesn't have to be a one-and-done... Read More

Think Customer Journey Mapping is a Waste of Time?

Imagine your team spent half a day (or more) building a customer journey map and then nothing changed. After the workshop, things went back to business as usual. You might be thinking:... Read More



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