Gartner® research report
Align stakeholders, identify capabilities and ensure vendors align with your CX and operational goals
According to Gartner, “CJA/O solutions track and analyse how customers and prospects interact with an organisation across multiple channels over time. Most CJA/O solutions subsequently enable organisations to prioritise and orchestrate real-time improvements to the customer experience in multichannel journeys across the end-to-end customer life cycle.”
Contact centre leaders responsible for customer journey analytics and orchestration technology should work with stakeholders across the organisation to ensure the solution they choose meets business needs now — and can scale for the future.
Read the latest Gartner report to discover how to work with cross-functional stakeholders to define technical requirements, validate a proof of concept and thoroughly investigate solution capabilities.
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Gartner, Market Guide for Customer Journey Analytics & Orchestration, Christopher Sladdin, Daniel O’Sullivan, 27 February 2024
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