{"id":280046,"date":"2020-04-15T17:05:18","date_gmt":"2020-04-16T00:05:18","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=280046"},"modified":"2025-09-24T11:16:23","modified_gmt":"2025-09-24T18:16:23","slug":"icmi-trend-report","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-sg\/resources\/icmi-trend-report","title":{"rendered":"ICMI Trend Report"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row&#8221; el_id=&#8221;resources-header&#8221; css=&#8221;.vc_custom_1557260620493{background-color: #4e5054 !important;}&#8221; el_class=&#8221;visible-overflow&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h3 class=\"pgtagline\"><span class=\"TextRun MacChromeBold SCXW79846671 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW79846671 BCX0\">ICMI Trend Report<\/span><\/span><\/h3>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1><span class=\"TextRun MacChromeBold SCXW78204825 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW78204825 BCX0\">Customer Journey Mapping and the Omnichannel Experience<\/span><\/span><\/h1>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row gap=&#8221;35&#8243; equal_height=&#8221;yes&#8221; css=&#8221;.vc_custom_1560865125386{margin-bottom: 100px !important;}&#8221;][vc_column width=&#8221;2\/3&#8243; elemental_order=&#8221;order-2&#8243; css=&#8221;.vc_custom_1569524754144{margin-top: 40px !important;padding-right: 5% !important;}&#8221;][vc_column_text]<span data-contrast=\"auto\">Find out why journey mapping is so important to the agent and customer experience and how to create a journey map that\u2019s both insightful and actionable.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">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\u2019s customers have high expectations \u2013 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 <\/span><span data-contrast=\"auto\">actually do<\/span><span data-contrast=\"auto\">, particularly in multichannel and omnichannel environments.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In this trend report, we\u2019ll look at:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" aria-setsize=\"-1\" data-aria-posinset=\"15\" data-aria-level=\"1\"><span data-contrast=\"auto\">Why journey mapping is so important<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" aria-setsize=\"-1\" data-aria-posinset=\"16\" data-aria-level=\"1\"><span data-contrast=\"auto\">How multichannel and omnichannel affect the agent and customer experience<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" aria-setsize=\"-1\" data-aria-posinset=\"17\" data-aria-level=\"1\"><span data-contrast=\"auto\">How to create an effective journey map that\u2019s both insightful and actionable<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Download your copy today!<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;negative-form&#8221; css=&#8221;.vc_custom_1569438416105{margin-top: 100px !important;background-color: #f3f3f3 !important;}&#8221;][vc_column_text]<\/p>\n<h2 class=\"text-orange text-24\" style=\"text-align: center;\">Download the research report<\/h2>\n<p>[\/vc_column_text][vc_single_image image=&#8221;280188&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; si_max_width=&#8221;60%&#8221;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span 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elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        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Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Asset\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"ICMI Trend Report\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/280046?thankyou=280046&page_type=resources&page_attr=Report\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Download now\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Download now\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row&#8221; el_id=&#8221;resources-header&#8221; css=&#8221;.vc_custom_1557260620493{background-color: #4e5054 !important;}&#8221; el_class=&#8221;visible-overflow&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text] ICMI Trend Report [\/vc_column_text][vc_column_text] Customer Journey Mapping and the Omnichannel Experience [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row gap=&#8221;35&#8243; equal_height=&#8221;yes&#8221; css=&#8221;.vc_custom_1560865125386{margin-bottom: 100px !important;}&#8221;][vc_column width=&#8221;2\/3&#8243; elemental_order=&#8221;order-2&#8243; css=&#8221;.vc_custom_1569524754144{margin-top: 40px !important;padding-right: 5% !important;}&#8221;][vc_column_text]Find out why journey mapping is so important to the agent and customer experience and how to create a journey map that\u2019s [&hellip;]<\/p>\n","protected":false},"author":316,"featured_media":280188,"template":"","tax_priority":[],"tax_contenttheme":[14902],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16256],"tax_products_programs":[],"tax_buying_job":[16651],"tax_buyer_persona":[],"tax_sector":[17025],"tax_segment":[],"class_list":["post-280046","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-improve-customer-experience-en-sg","tax_capability_sitewide-digital-en-sg","tax_buying_job-job-2-solution-exploration-en-sg","tax_sector-retail-en-sg","tax_content_type-report-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/280046","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/316"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/280046\/revisions"}],"predecessor-version":[{"id":595152,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/280046\/revisions\/595152"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/280188"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=280046"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=280046"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=280046"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=280046"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=280046"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=280046"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=280046"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=280046"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=280046"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=280046"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=280046"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}