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TOOL KIT: Designing the Modern Customer Experience

Begin a journey that will help you design a better customer experience for today's omnichannel world.

ICMI Toolkit Designing the Modern Customer Experience

There is a lot of buzz around “omnichannel” and many organizations are frantically trying to understand how to best align their people, processes, and technologies with the expectations of today’s consumer.  

ICMI and Five9 created this Tool Kit to help contact center leaders design better customer experiences in today’s omnichannel world.

In this Tool Kit, we’ll explore:

  1. How to accurately identify the service expectations of today’s customers
  2. The ways in which organizations overpromise and under deliver on CX
  3. Proven techniques for connecting the CX between systems or departments
  4. Best practices for delivering proactive, personalized service
  5. Methods for evaluating service delivery effectiveness across any channel