CX/OMNI

CUSTOMER JOURNEY MANAGEMENT

F E A T U R E S

  • Get all insights, such as VoC feedback data, to the touchpoints of your customer journeys
  • Identify the painpoints and moments-that-matter of your customers
  • Develop innovative services (Design Thinking)
  • Discover and map the Customer Journeys your customers
  • Use Journey templates that you have generated by the automatic analysis of journeys
  • Liberate data from functional silos and bring the outside view into the company
  • Visualize data from qualified feedback alongside your transaction data. So bring outside-in data next to inside-out data.
  • Differentiate about emotions and develop wow moments

Understanding customer journeys – visualizing customer expectations and emotions.
And establish a feedback culture within the company.

Customer Journey Mapping


Journey-based dashboards


Customer Journey Management | Use Cases

Use Case / StakeholderC-LEVEL (CEO/CMO/ COO)BRAND MANAGERMARKET RESEARCH ANALYSTCUSTOMER EXPERIENCE & INSIGHTS MANAGERBI & DATA ANALYTICS MANAGERONLINE MARKETING / E-COMMERCE MANAGERCRM MANAGER(SALES/ SUPPORT) PROCESS MANAGERMANAGER CUSTOMER SUPPORT
Establish KPI-based CX management system
Display Voice of Customer (Outside-in) alongside Performance (Inside-out)
Real-time feedback at touchpoints along the journey
Visualize Customer Journey Maps
All VoC sources in role-based CX Journey dashboards
Measure and manage brand touchpoints through audits
New service ideas through Design Thinking