Talkdesk：2022年客户旅程管理报告（英文版）

Customer journey management focuses on the paths your customers take as they seek to achieve a goal, rather than optimizing single interactions at each touchpoint. It’s a shift in mindset that enables you to not only measure, monitor and optimize CX, but align your entire organization with your customers’ goals. Customer journey management is used by customer-centric organizations to: • Identify the journeys that matter based on customer goals and business outcomes • Measure and monitor the i