The idea of customer experience (CX) as a business practice relies heavily on being able to understand and track customer journeys. And that can be tricky because there isn’t a standard definition as to what a journey consists of. For example, inside a contact center the journey is perceived in terms of the steps a customer takes to achieve a particular result. Sometimes that is broadened out to...
Read MoreTopics: Contact Center, Field Service, CXM, Customers and CX - Business & Technologies, Customer Journey, Journey Management
