According to Telviva's David Meintjes, automation is a continuous process of iteration, maintenance, and management.

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The customer journey can become a maze, and we know how many dead ends they have. So why does this happen and what can you do about it?

Step 2: Create a map of the buyer’s journey By establishing a map of the buyer’s journey, the entire team can reference a visual representation of their customer’s decision-making process.

Customer journey mapping is a powerful tool for businesses to understand and improve customer experience, but omnichannel interactions pose challenges.

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In addition to using artificial intelligence tools to improve customer service and moving more benefit systems to the cloud, many state and local governments have started using a less heralded but no ...

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A thorough customer journey map takes into account the full view of systems, processes and people, says Martie De Beer, CCaaS executive at Telviva.