CX/OMNI

CUSTOMER JOURNEY MANAGEMENT

Customer Journey Management is more than just a system. It is part of your corporate culture. Only from positive experiences and experiences of your customers with your company can profitable long-term customer relationships develop. So much for the simple truth. In practice, however, it is not easy to convince customers with competence, quality and reliability at all touch points of the Customer Journey. And, of course, through friendliness. This is due to shared responsibilities, system breaks or simply to complex processes.

The cx/omni Customer Experience Cloud is the systematic basis for the individual design of your Customer Experience Management and for the establishment of a customer-oriented corporate culture.

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

CX DASHBOARD

CUSTOMER JOURNEY MAPPING

BRAND TOUCHPOINT MANAGEMENT

EMPLOYEE JOURNEY

Use Case / Stakeholder	C-LEVEL (CEO/CMO/ COO)	BRAND MANAGER	MARKET RESEARCH ANALYST	CUSTOMER EXPERIENCE & INSIGHTS MANAGER	BI & DATA ANALYTICS MANAGER	ONLINE MARKETING / E-COMMERCE MANAGER	CRM MANAGER	(SALES/ SUPPORT) PROCESS MANAGER	MANAGER 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

CUSTOMER JOURNEY MANAGEMENT

F E A T U R E S

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

Customer Journey MappingJourney-based dashboards

Customer Journey Management | Use Cases

Enabling CX Transformation

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

Customer Journey Mapping
Journey-based dashboards