How to Build a Customer Journey Framework

7/1/25

Source:

Cristina Vargas for Genesys on callcentrehelper.com

Approaches

Important considerations and steps to plan for and build a customer journey.

https://www.callcentrehelper.com/building-customer-journey-framework-259303.htm

Cristina Vargas at Genesys explores how to build a strategic customer journey framework, and what it takes to design connected, data-driven experiences that drive engagement, loyalty, and long-term success.

Modern customers expect more than just great customer service – they expect every interaction with your brand to feel connected, personal and effortless.

But behind the scenes, those experiences are often shaped by a web of systems, teams and decisions that don’t always align.