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Introduction

Enterprises need to understand the importance of customer journey management in growing their businesses. They should consider how to become customer-centric, adapt to digital trends, and remain innovative.

Highlights

  • Customers typically use many different channels and touchpoints during their lifecycle with a business. They research products in a store or online, ask their community for advice via social media, chat with sales representatives during a purchase, and speak to contact center agents for support.

Features and Benefits

  • Explains how customer journey management can benefit the contact center.
  • Outlines different vendors' analytics tools and services for customer journey management.

Key questions answered

  • What is customer journey management?
  • What organizational changes need to occur to manage complete customer journeys?
  • Which vendors are offering services or products for understanding customer journeys?
  • What is the role of big data and predictive analytics in customer journey management?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises

Customer behavioral trends help make better business decisions

  • What is customer journey management?
  • Why is this necessary today?
  • Why is journey management relevant for contact centers?
  • Journey management makes sense for all sizes of enterprise
  • The benefits of customer journey management

How to address customer journey management

  • An approach for all businesses
  • Step 1: Put yourselves in the customer’s place
  • Step 2: Pinpoint areas for improvement
  • Step 3: Integrate data and invest in tools
  • Step 4: Analyze results and take actions
  • Step 5: Predict customer requirements and remain flexible

Vendor offerings

  • Assisting with customer journey management
  • [24]7 Customer Engagement Platform
  • ClickFox Experience Analytics Platform
  • Enghouse Contact Center for Enterprise
  • Genesys Customer Journey Management
  • Oracle Customer Experience Journey Mapping Workshops
  • Nice Customer Journey Optimization
  • Salesforce Journey Builder

Appendix

  • Methodology
  • Further reading
  • Author

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