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Customer Experience


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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

Reality Check: Most Contact Centers Aren't Really Omnichannel

Even outside of work, we are all familiar with contact centers; they are the places we call when we feel unhappy, confused or annoyed by a brand, or when we need information... Read More

Now Accepting Nominations for the First Annual ICMI Movers and Shakers List

ICMI needs your help identifying emerging leaders and innovators in the customer experience and contact center space. We want to shine a light on the hardworking, creative individuals who are inspiring excellence,... Read More

Customer Experience: What's Humanity Got to Do with it?!

Despite all our collective emphasis on customer experience, culturally, and via systems that drive more customer intel to Customer Service Reps (CSRs) so they can deliver improved Customer Experience (CX), I'm still... Read More

How to Deliver Consistent Customer Experiences

If you had to list your top frustration in calling contact centers, what comes to mind? For me, it's a tie between hearing that something "probably" or "should" happen and getting different... Read More

Will Channels Become a Thing of the Past?

While meeting with Brad Cleveland at ICMI Contact Center Expo in Orlando this May, we explored a bit of what’s to come in contact centers. For some, what we discussed in the... Read More

Talkin' Bout A Revolution

It was Albert Einstein who said, "We cannot solve our problems with the same thinking we used when we created them." Those words still ring true. Today we live in an era... Read More

5 Tips for Getting CX Back on Track

Between sports practice and homework, it was a typically busy weeknight. We were hungry, but tight on time, so my family and I popped into a tried and true restaurant for a... Read More



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