Customer journey optimization is the process of connecting and mapping customer interactions, across multiple touchpoints, in order to direct or influence the end-to-end experience.
Organizations who focus on optimizing the customer journey drive customer loyalty. In today’s customer-centric IT economy, the challenge is to integrate multiple channels—mobile devices, website, social media, and voice— into a seamless customer journey. Omnichannel customer experience (CX) further complicates customer journey optimization as customers may use multiple channels for a single interaction or need.
A customer journey management strategy is a critical business requirement in order to remain competitive. The Genesys Customer Experience Platform offers flexible deployment models to fit your business needs and the evolving demands of omnichannel CX.
Download the white paper today to learn how to start mapping an optimized customer journey.