Customer Journey Mapping
With cx/omni all touchpoints across all channels are recorded, able to be evaluated and clustered, and made transparent for all stakeholders.
A customer journey map shows when, where and with whom interactions take place and which expectations were met to which extent along this interaction chain. This includes all customer interactions from the first inquiry up to complaint management.
From these collected insights, optimization measures can be derived and thus the service and product portfolio can be harmoniously adapted to customer needs. This leads to increased customer satisfaction and ultimately to emotional differentiation on the market.