Seven customer journeys every telco should measure and optimize

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Some customer experience (CX) leaders think customer journeys are a series of website clicks or workflow steps.

Most providers believe journeys are something they can control. Business teams attempt to steer consumers in a specific direction to improve internal KPIs like average revenue per user and cost to serve.

But your customers have their own goals like restoring connectivity or upgrading a package. Their journeys to reach these goals may include many interactions and touchpoints, or only a few actions within a single channel.

Aligning customer goals with company objectives is critical. Measuring journeys rather than siloed interactions enables you to effectively optimize experiences. And you can establish a link between CX and business outcomes.

Download the ebook to see how. You’ll learn:

The right way to define a customer journey
The seven most critical customer journeys
How to identify milestones, signals and metrics to score performance
How to quantify the impact of customer behavior on business metrics

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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.