Ebook

Four steps to jumpstart journey measurement

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In most organizations, the marketing team measures conversions. The contact center monitors self-service rates, FCR, and other efficiency metrics. And product teams track usage and engagement.

Each team measures and optimizes interactions within its own channel to improve respective metrics. But this approach neglects your customers and their goals. And it often results in frustrating, disconnected experiences.

It’s time to change how we measure customer experience (CX).

Download the ebook to discover why measuring journeys transforms how to measure — and improve — customer experience. You’ll learn:

The top three barriers to measuring CX and why traditional methods fall short
What journey measurement is and how leading organizations succeed with it
Four essential steps to get started with customer journey measurement

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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.