What Is A Customer Journey?

A customer journey is the complete experience that a customer has with a company or brand. It encompasses interactions across all channels and touch points throughout every stage of the customer lifecycle.

Customer journey

The customer journey consists of multiple touchpoints and key interactions each customer or prospect has with a company—including messaging, employees, processes, products or services. Single or multiple interactions can be considered a customer journey and are part of a holistic customer experience lifecycle.

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

Customer journey

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