Intentional CX Requires Journey Management
Customer experience is happening whether you design it or not. The question is: Is your CX intentional or accidental? Intentional CX is about designing customer journeys with purpose, ensuring every interaction delivers value.
This recent article from Ray Gerber describes how delivering intentional experiences at scale isn’t possible without Integrated Journey Management—a strategic approach that unifies journey analytics, VoC insights, orchestration, and engagement across channels.
The article highlights the four important takeaways for the reader:
Orchestration is key to go beyond listening to acting to improve CX
Integration across vendors is key because there is no single vendor solution
There are real world results showing the tremendous value of Journey Management
Stop firefighting - how to move from reactive to proactive behaviors.
