What is customer journey management?

Customer journey management is the practice of using behavioural trends and technology to optimise the customer experience. The goal of customer journey management is to minimise customers’ efforts across all channels and touch points, ensuring a seamless experience every time a customer interacts with your company.

An effective customer journey management solution should enable your company to predict customer needs, personalise the customer experience and synchronise multichannel interactions. Being able to manage omnichannel experiences — website, mobile devices, voice calls and social media — is essential to providing a consistent, connected optimal journey.

How Genesys can help

The Genesys Customer Experience Platform offers flexible deployment solutions to enhance the customer journey, including:

• Manage your customers’ multiple interactions
• Create a seamless conversation through omnichannel customer experience
• Eliminate frustrating experiences by connecting your customers with the best available agent to increase first contact resolution
• Realise positive business results

Learn why companies that manage the customer journey across multiple channels build a significant competitive advantage. Download the ebook today.