Customer Journey Management

May 2, 2025

Building a Customer Journey Framework for Optimal Engagement

Modern customers expect more than just great customer service — they expect every interaction with your brand to feel...

Cristina Vargas

April 22, 2025

Spotlight on Success: Customer Innovation Awards Nominations Are Open

It’s the 20th anniversary of the Genesys Customer Innovation Awards. And this year, we’re going bigger than ever to celebrate...

Ginger Conlon

April 11, 2025

Understanding the Customer Lifecycle to Improve Journeys

In a marketplace defined by ever-increasing digital interactions, brands must go beyond one-time transactions to create...

Cristina Vargas

March 21, 2025

User Flows vs. User Journeys: Understanding Key Differences

When optimizing the customer experience (CX), understanding how different components fit together is critical. Looking at the...

TJ Blanchflower

March 11, 2025

Creating a Seamless End-to-End Customer Experience

Today’s customers don’t experience your business in fragments — they engage with it as one continuous journey. Every...

Greg Thomas

March 3, 2025

How to Develop an Effective Customer Journey Management Plan

If you hope to distinguish your brand in today’s competitive business landscape, it’s essential that you have the ability to...

Cristina Vargas

February 26, 2025

Uncovering Value with Consumer Insights Analytics

Across industries, customers are the source of revenue and profitability. This is clearly true for retail and financial service...

Jane Hendricks

February 20, 2025

The eCommerce Customer Journey: Best Practices for 2025

In the ever-evolving world of eCommerce, understanding the customer journey is critical for staying competitive and ensuring...

Cristina Vargas

February 19, 2025

Using Customer Experience Marketing to Build Brand Loyalty

Consumers today want more. They seek meaningful relationships with the brands they interact with. They crave a real connection...

Greg Thomas

February 18, 2025

Mapping the Buyer Journey: Strategies for Business Success

It’s extremely important for any business that wants to drive better results to understand how customers move from seeing...

Cristina Vargas

February 5, 2025

Proving CX ROI: Linking Customer Experience to Business Value

Customer experience (CX) is undergoing a dramatic shift. Once viewed as a cost center primarily focused on operational...

Ginger Conlon

January 20, 2025

The Definitive List of 29 Call Center Metrics and KPIs

Call centers are an operationally complex element of your business, but they play a big role in your customers’ experience with...

Ian Felder

January 16, 2025

Why Contact Centers Are Central to Improving the Patient Experience

In the ever-evolving healthcare landscape, patient experience has become central to every healthcare provider. Healthcare...

Steve Leaden

December 5, 2024

The Key Role of Real-Time Contact Center Analytics Software

Organizations are under immense pressure to boost the customer experience and employee experiences — all while improving...

Cristina Vargas

December 3, 2024

The Power of AI in Customer Experience Goes Beyond the Chatbot

Much of the current enthusiasm around artificial intelligence (AI) in customer experience (CX) is associated with chatbots and...

Arpita Maity