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How Customer Service Can Proactively Help with the Larger Customer Journey

By Erica Marois | Date Published: August 01, 2019 - Last Updated December 03, 2019 | Comments

This week during #ICMIchat, we spent an hour discussing the relationship between customer service and customer experience. While the terms are often used interchangeably, they mean different things. Customer service is just one touchpoint in the broader customer experience, but it's an important one. How can customer service help improve other parts of the customer journey? Watch this quick video for ideas from #ICMIchat participants.

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.
Topics: Customer Journey Mapping, Customer Experience

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