At its core, journey automation allows you to reduce human input from repetitive as well as complex tasks. It can apply to any business area in any sector and – when done properly – can streamline processes, eliminate silos and ultimately reduce operational costs. Automation can remove friction from customer journeys and free up valuable resources to focus on complex, creative work.
Why is journey automation important?
With journey automation, you can personalise and engage at scale, leveraging technology such as AI to create a joined-up experience across touchpoints. You can pre-empt and proactively resolve issues and re-engage customers who drop off the expected journey, making it easier to deliver higher customer value and satisfaction efficiently.