ICMI Trend Report

Customer Journey Mapping and the Omnichannel Experience

Find out why journey mapping is so important to the agent and customer experience and how to create a journey map that’s both insightful and actionable. 

Whether your organisation wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And today’s customers have high expectations – they want a seamless experience, on their terms (when, where, and how). The challenge? Most organisations think they have a better handle on the customer journey and experience than they actually do, particularly in multichannel and omnichannel environments. 

In this trend report, we’ll look at: 

  • Why journey mapping is so important 
  • How multichannel and omnichannel affect the agent and customer experience 
  • How to create an effective journey map that’s both insightful and actionable 

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