Justin G. Poggioli shares his journey with shoes and discusses how contact centers should be using customer journey mapping
Knowing your customer’s journey is the first step to creating a cohesive and pleasant customer experience regardless if the contact point is a store, website, or contact center.

Contact center leaders have the potential to spearhead customer journey mapping initiatives because when all else fails, customers pick up the phone. To read Justin's full article in Call Center Times, click here