Genesys: Journey Mapping.
Use predictive engagement to inform customer interactions in real time. An endless number of online options are available to empower customers. Digital channels and easy access to information are at the forefront. As expectations evolve, it’s important to increase customer value and deliver great experiences.
Customers connect with your business via your website, self-service and mobile apps. And with each interaction, your job changes. You’ll re-visit systems and processes to support customers across these new touchpoints. And because customer experience is a top priority, digital disruption shifts business focus — moving it from traditional systems of record to dynamic systems of engagement. This means your business can orchestrate the customer journey in real time.