This guide addresses the complexity of customer journeys and organizational challenges arising from siloed data and limited visibility into customer behavior. It introduces customer journey analytics as a solution, emphasizing its role in measuring customer experience and its impact on business outcomes. Customer journey analytics is defined as analyzing behavior across touchpoints and time to uncover friction points and prioritize improvements. It discusses benefits for different business teams, compares it with alternative approaches, and outlines key components for evaluating journey analytics solutions. The importance of aligning on customer journeys for exceptional experiences is highlighted, with Genesys promoted as a partner for implementing journey analytics solutions.

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