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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.
Today, most companies use multiple channels, including web, email, social and voice, to communicate with customers. However, these channels often don’t synchronize interactions and manage the customer journey. This creates disconnected customer experiences that can lead to dissatisfied customers and affect the bottom line. Managing the customer journey is essential to reducing operational costs and improving customer experience and customer satisfaction. When the experience can be documented to visualize customers’ perspectives, it’s invaluable in identifying areas for improvement.
Effective customer journey management includes orchestrating, monitoring and analyzing customer interactions across multiple touch points and channels. Genesys offers flexible solutions that focus on the end-to-end customer journey.
Genesys customer journey solutions empower companies with:
Genesys optimizes the customer journey to enable great customer experience. Learn more by downloading the ebook.