Customer journey management in a contact centre involves overseeing and optimising the entire customer experience, from initial contact to issue resolution and post-interaction follow-up. It includes customer journey mapping to understanding customer needs, ensuring consistency across channels (omnichannel), as well as personalised interactions that proactively engage customers. The ultimate goal of customer journey management is to provide a seamless and efficient customer experience that leads to satisfaction and loyalty.

Measurement and analytics, including KPIs like CSAT and NPS, help evaluate the success of customer journey management efforts.