The Importance of Connected Customer Journeys

How to deliver a consistent experience across every touchpoint.

69% of customers expect connected experiences (Salesforce, 2019). The importance of customer experience and understanding the customer journey have become so critical to business success in an increasingly customer-centric, digital world.

But how do you strike a balance between driving insight at scale and an individual, personalised approach across all touchpoints?

Thanks to automation, it’s easier to achieve the complete view of the customer lifecycle. And in this era of the customer, personalisation as well as real-time engagement, can inspire loyalty.

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Download this whitepaper to discover:

  • Which processes you should automate so that you know how to map out and track interactions to better understand your customers and gather the data to improve the process.
  • A step by step guide on how to implement automation so that you can learn how to enhance the CX and improve operational efficiencies.
  • How to test, measure and refine the process so that you can determine how to quickly exceed customer expectations, efficiently and profitably across every channel.
  • How to deliver great experiences across every step, stage and interaction of the customer lifecycle.

Latest Resources

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10 Reasons Why WhatsApp Should Be Part of Your CX Strategy

By Chris Wallbank 18 April 2024

WhatsApp is a powerful customer experience tool, with a staggering user base of over 2 billion people in 180 countries worldwide. This article explores key reasons why WhatsApp should be integral to your channel strategy.

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Data Orchestration

Why Should You Use Real-Time Interaction Management (RTIM) In 2024?

By Luigi Loconte 28 March 2024

What is RTIM and why should you prioritise it in your long-term customer experience strategy? Read this article to find out.

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Customer Journey

Embracing Journey Centricity to Transform Customer Experiences

By Mark Grainger 26 March 2024

What is journey centricity and why is it important now? Read this recap from a recent Engage Hub webinar with Forrester.

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