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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 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]
Topics: Customer Journey Mapping, Customer Experience

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