The practice of monitoring and influencing a customer’s journey as it happens, using data analytics and automation to orchestrate experiences that align your actions with your customer’s goals. Rather than optimizing actions for individual touchpoints or fixing problems after the fact, real-time customer journey management allows a business to measure, monitor and act in-journey in a holistic way.
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.
