The pandemic has caused a behavior shift that will permanently alter customer journeys for most, if not all, businesses.

Post-pandemic, an increased proportion of customer journeys will take place via digital channels.  While this transition will pose challenges in the short term, in the long term it will provide greater opportunities for those looking to differentiate their offering by designing innovative customer journeys.

With that in mind, CX Live: Customer Journey Management 2021 will be focused on how to optimize your customer journeys through:

• Customer Journey Mapping: effectively visualizing existing and future state customer journeys to identify key touch points and causes of friction
• Customer Journey Analytics: utilizing data to measure, track and improve existing customer journeys
• Customer Journey Orchestration: ensuring that you have a truly integrated omnichannel service model to deliver a seamless and personalized experience
• Culture Change: leveraging insights derived from your journey management project to foster a customer-centric organizational customer, and realign the business around customer goals and objectives