J.D. Power and the International Customer Management Institute (ICMI) Announce Strategic Alliance

COLORADO SPRINGS, Colo., April 28, 2015 /PRNewswire/ -- J.D. Power, a global marketing information services company known for using the voice of the customer to measure the shopping, purchase and ownership experience across a wide range of brands and products, and ICMI, the leading global provider of comprehensive resources such as training, events, and consulting for customer management professionals, have entered into a Strategic Alliance to provide contact center professionals with unique performance improvement services.

J.D. Power provides market-leading customer experience research and improvement solutions across channels, customer-based certified contact center programs, and leading practices, KPIs and insights from verified top performers. ICMI is known for its performance improvement-based contact center training, consulting, operational site certification, as well as industry events. The alliance will allow the two organizations to add more customer value when delivering their products and services. For example, the attendees of ICMI's Contact Center Expo (May 4-7, Orlando) have been invited to participate in J.D. Power research that will provide them with insight on how their contact center is performing in comparison to top performing centers certified by J.D. Power. Further, JD Power Benchmark Toolkit customers will now gain access to ICMI's virtual training library.

"ICMI and J.D. Power have been marketing partners for many years now, and we see this deeper alignment as a natural opportunity to serve our customers better," noted Tara Gibb, Global Brand Director, ICMI. "ICMI has been delivering highly rated, highly impactful contact center training and consulting services for 30 years. We are excited about the opportunity to provide our customers integrated access to J.D. Power's contact center research findings, repository of over 200 best practices and benchmarking services."

"There are tremendous synergies between our two organizations and by working together we can bring a higher level of value to our respective customers; and through joint research endeavors, new insights to the contact center industry," said Mark Miller, Contact Center Practice Leader, J.D. Power. "This Strategic Alliance demonstrates J.D. Power's commitment to the contact center industry and we look forward to working alongside ICMI to bring their quality online training to our current and future clients to help them improve their operations and their customer's experience." 

Both organizations will be collaborating across their research, benchmarking, training, events, and online services to empower contact centers of all sizes and their teams – from agents to executives – with the tools they need to take their customer service to higher levels.

About ICMI – icmi.com
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is a part of UBM plc (www.ubm.com), a global events-led marketing services and communications company. 

About J.D. Power
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company's quality and satisfaction measurements and contact center certification benchmarks are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on contact center solutions, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit www.JDPower.com. J.D. Power is a business unit of McGraw Hill Financial www.mhfi.com.

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SOURCE ICMI

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