Summary
Generative AI’s transformative impact on journey mapping, journey analytics, and journey orchestration has only just begun. It promises to connect humans to complex journey data in more natural ways and generate hyperpersonalized recommendations for people and systems working with customers. It has the potential to turn orchestrated journeys into conversational ones at the pace of customer behavior. This report paints a picture of how genAI will change the overall journey management landscape for customers, companies, and vendors. It also explains how to maximize opportunities while steering clear of risks.
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