Customer Journey Mapping
CKS enables true 360-degree customer journey mapping, through the Customer Journey tab. This tab displays a complete, omni-channel, historical record of a customer’s interactions, using data from both storm and third-party systems, such as Google Analytics. AI-powered automation feeds in data from digital customers, including Internet of Things devices and online self-service interactions, to guide next best actions. With this tool, agents have all the information they need, right at their fingertips, before the interaction even begins. CKS uses data-driven insights to power personalized interactions that answer the inquiry, and delight the customer, first time.