Published: 05 January 2024
Improving multichannel journeys challenges customer service and support leaders, with traditional journey maps failing to drive long-term impact. This research shows how leaders can benefit from customer journey analytics and orchestration tools to better analyze, prioritize and orchestrate CX.
Service and support leaders and their teams struggle to capture and analyze customer journey insights due to the proliferation of service channels, increasing frequency of multichannel customer journeys, and siloed technology and datasets.
Customer journey analytics and orchestration (CJA/O) solutions enable leaders to analyze cross-channel customer journeys, identify and prioritize improvements, and orchestrate customer journeys in real time through channel guidance, personalization, outbound communications and next best actions.
Service organizations can leverage CJA/O to support a range of objectives, including increasing containment, reducing customer effort and contact demand, and identifying opportunities to drive business growth.
While multiple departments in the enterprise
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Analysts:
Christopher Sladdin, Daniel O'Sullivan, David Norrie
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