A customer journey is a complete experience a customer has with a company or brand and encompasses interactions across all channels and touchpoints throughout every stage of the customer lifecycle.
Today, most companies utilise multiple channels—like web, email, social and voice—to communicate with customers, but often struggle to synchronise interactions and manage the customer journey. This creates disconnected customer experiences (CX), often leading to dissatisfied customers and can affect the bottom line. Managing the customer journey is essential to reducing operational costs and improving CX and customer satisfaction. When the experience can be documented to visualise customers’ perspective, it is invaluable in identifying areas for improvement.
Effective customer journey management includes orchestrating, monitoring and analysing customer interactions across multiple touchpoints and channels. Genesys offers flexible solutions that focus on the end-to-end customer journey.
Genesys optimises the customer journey to enable great customer experience. Learn more by downloading the white paper.
