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#ICMIchat Recap: Mapping the Customer Journey

By Erica Marois | Date Published: October 09, 2015 - Last Updated August 22, 2018 | Comments

Customers today want the option to contact you in their channel of choice, at their preferred time, and without hassle. Keeping up with the pace and demand can feel daunting, but taking time to map the customer journey offers an opportunity for more strategic customer care.

Does your contact center map the customer journey? Our #ICMIchat community has some advice to share! Whether you're just getting started, or you've been journey mapping for years, check out the recap below for advice your center can use to improve the customer experience. Special thanks to our guest host Corvisa for sharing their insight with the community!

Join us again next week (Tuesday, 1pm EST) as we chat about mystery shopping. Just use and follow #ICMIchat to participate.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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