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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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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