Journey Beyond transforms its contact center to deliver better customer journeys

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Journey Beyond, a part of Hornblower Group, is Australia’s leading experiential tourism group. Headquartered in Adelaide, it operates 13 brands and experiences spanning the country. The company’s overall strategy is to “have a customer experience that’s second-to-none — from the moment they first engage with the company to plan their experience, to when they return home at the end of their travels — regardless of what Journey Beyond adventure you are booking.” However, the company’s disparate technology systems were proving to be a hinderance in its commitment to consistently deliver unmatched…

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