What Is an Omnichannel Customer Journey?

An omnichannel customer journey consists of key interactions over multiple touch points between customer or prospect and a company during the point of sale and throughout the customer lifecycle. The interactions may start and stop on different channels, which increases the complexity of delivering a continued experience when the customer changes communication options.

Omnichannel customer journey

An omnichannel customer journey consists of key interactions over multiple touchpoints between customer or prospect and a company during the point of sale and throughout the customer lifecycle.

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Omnichannel customer journey

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