The Customer JourneyGenesys evangelist and former industry analyst Ian Jacobs is a featured contributor this week on the International Customer Management Institute’s (ICMI) Customer Management Blog. In his post, Customer Journey Redesigned: A Look Ahead to 2014, Ian discusses the need and impact that managing the end-to-end customer journey can have on companies and organizations. He covers the importance of looking at individual customer journeys like signing up for a new service. What is the experience across multiple channels – like chat, phone and email – across multiple touchpoints – like the company web site, contact center and mobile app – and across multiple departments – from the front office to the back office? Read Ian’s ICMI blog post here.

Want to learn more?

If you want to hear more, join Ian and The University of Pittsburgh Medical Center’s Anne Palmerine on November 21 for a webinar on Customer Journey Redesign. During this webinar you will learn:

  1. The benefits of implementing a Proactive Outbound Program and Customer Loyalty Programs, such as Net Promoter Score (NPS)
  2. Top contact center technology trends for 2014
  3. How your contact center can personalize service and redesign the customer journey in the upcoming year

Register here today!