Chat with us, powered by LiveChat Understanding The Customer Journey | ICMI

ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Advertisement

Own the Moments! Understanding the Customer Journey

Own the Moments!

Author: ICMI Research

Publisher: ICMI

Number of Pages: 38

Sponsor:
liveops

As the complexity of the contact center heightens, the leaders responsible for identifying, implementing, measuring, and enabling factors for success face what can sometimes seem as impossible odds. The number of channels to serve is on the increase, while customer tolerance to holding is on the decrease. Contact centers are expected to serve in more places, with faster response time and greater accuracy.

In late 2014, the International Customer Management Institute (ICMI) and LiveOps launched the “Customer Journey Impact” survey to better understand which moments of the customer journey are most important. The goal was to determine what contact centers are doing today to either enable or disable great customer experiences from happening in their own organizations.

This research, along with other current ICMI data, will provide contact center professionals the ingredients that they need to “Own the Moments” in 2015.  To truly be best in class, organizations must effectively leverage their talent, technology, and metrics to proactively anticipate and fulfill customer needs and expectations.

 


Topics:

Get Access to this ICMI Research!