Tata Consultancy Services: Differentiating Cx through Artificial Intelligence - A Customer Journey Perspective

Mr. Jones is planning a vacation for the summer. He looks up travel destinations, flight tickets, and travel sites offering special summer vacation deals. Skyscanner, or Airbnb, he forms a customer touch point with that business. And, the sum total of all his interactions with that business, from the first interaction i.e. browsing through their site to the last interaction i.e. booking his holiday package, forms his customer journey. Ensuring a pleasant and fruitful customer journey for customers like Mr. Jones is imperative to business success.