Webinar: Why customer journey orchestration should be your biggest 2020 CX goal

A huge part of any customer experience programme is establishing the pathways customers are taking in order to interact with your business – especially via the contact centre.

Research by Genesys suggests that live agent voice now falls well below other digital channels at 65%, far below web (sites, forums, FAQs, web chats – 88.3%), email (85.6%), and social media (72.8%).

But at a time when frictionless journeys are of utmost importance to customers, contact centres are struggling with a patchwork of disparate touchpoints without an overarching strategy to ensure consistent and effortless CX across channels and departments.

Genesys research indicates that under 2% of European (midsized) call centres have full cross-channel integration for seamless omnichannel CX.

So how can today’s contact centres better understand and orchestrate customer journeys? We spoke with experts Martin Jukes, Mpathy Plus and Mike Murphy from Genesys to find out.

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This webinar explores:

• What new digital channels are being adopted and why?
• What are the challenges of adding new digital channels?
• Why is a seamless omnichannel experience so important?
• How can organisations ensure that digital channels are seamlessly integrated with the rest of their service framework?
• What is customer journey orchestration, why is it valuable and how can it be achieved?

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Martin Jukes	Mike Murphy	Chris Ward
Customer Service Expert Mpathy Plus	Customer Experience Expert Genesys	Editor MyCustomer.com