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  • Cloud
    • Solutions
    • Virtualization
  • Data
    • Analytics
    • Big Data
    • Customer Data Platform
  • Digital
    • Digital Marketing
    • Social Media Marketing
  • Finance
    • Cost Management
    • Risk & Compliance
  • Human Resources
    • HR Solutions
    • Talent Management
  • IT Infra
    • App Management Solutions
    • Best Practices
    • Datacenter Solutions
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    • Storage
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    • Customer Relationship Management
    • Sales Enablement
  • Security
  • Tech
    • Artificial Intelligence
    • Augmented Reality
    • Blockchain
    • Chatbots
    • Internet of Things
    • Machine Learning
    • Virtual Reality
ICMI Trend Report

ICMI Trend Report

Customer Journey Mapping and the Omnichannel Experience

Genesys
Published by: Research Desk Released: Jul 25, 2020

Find out why journey mapping is so important to the agent and customer experience and how to create a journey map that’s both insightful and actionable. 

Whether your organization wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And today’s customers have high expectations – they want a seamless experience, on their terms (when, where, and how). The challenge? Most organizations think they have a better handle on the customer journey and experience than theyactually do, particularly in multichannel and omnichannel environments. 

In this trend report, we’ll look at: 

  • Why journey mapping is so important 
  • How multichannel and omnichannel affect the agent and customer experience 
  • How to create an effective journey map that’s both insightful and actionable 

Download your copy today! 

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