Ebook

Journey mapping: chart the moments that matter most

Use predictive engagement to inform customer interactions in real time

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Your customers are empowered by an endless number of online options, digital channels and easy access to information. This digital disruption is shifting business focus from traditional communication techniques to dynamic engagement across all channels.

Journey mapping looks at customer interactions across all touch-points and empowers your agents with the complete customer context needed to drive more personalized customer experiences, build deeper relationships, increase revenue and improve lifetime value.

Download the ebook to learn:

How journey maps drive customer-centric processes for multichannel customer engagement
How leading vendors design and orchestrate proactive and personalized customer journeys
How a journey-focused approach optimizes your agent and customer experiences

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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.