In a recent Harvard Business Review study, 82% of customer experience (CX) leaders agree that understanding the quality of the customer experience at key milestones is important to their organization’s business strategy. But traditional CX metrics typically focus on interactions and channels, not journey milestones. And, on its own, Net Promoter Score can’t always pinpoint what’s working and what’s not.

That’s where journey management comes in. In this episode, Steve Offsey, VP of Marketing at Pointillist, and Claire Beatty, Senior Director of Thought Leadership at Genesys , define customer journey management and explain why it matters. Through journey measurement, optimization and orchestration, organizations can identify root causes of customer frustration and proactively course-correct to improve the customer experience and drive better business outcomes — in real time.