Why customer journey orchestration should be your biggest CX goal for 2020
Digital transformation of small and midsize contact centres is gathering pace. Research by Genesys suggests that live agent voice now falls well below other digital channels at 65%, far below web (sites, forums, FAQs, web chats – 88.3%), email (85.6%), and social media (72.8%). But at a time when frictionless journeys are of utmost importance to customers, contact centres are struggling with a patchwork of disparate touchpoints without an overarching strategy to ensure consistent and effortless CX across channels and departments.
Genesys research indicates that under 2% of European midsized call centres have full cross-channel integration for seamless omnichannel CX. So how can today’s contact centres better understand and orchestrate customer journeys? Join customer experience experts Martin Jukes, Mpathy Plus, Mike Murphy from Genesys and MyCustomer’s Chris Ward to find out how.
This webinar will explore:
What new digital channels are being adopted and why?
What are the challenges of adding new digital channels?
Why is a seamless omnichannel experience so important?
How can organisations ensure that digital channels are seamlessly integrated with the rest of their service framework?
What is customer journey orchestration, why is it valuable and how can it be achieved?
This webinar is brought to you by MyCustomer and Genesys.