Customer journey management
Enhance your CX, enhance visibility and gain insights across customer interactions
Enhance your CX, enhance visibility and gain insights across customer interactions
With artificial intelligence (AI) and digital tools at the ready, customer expectations are higher than ever. Today, brands must be able to truly understand and curate the entire customer journey. And that starts with having connected data that’s easy to access and visualize. With Genesys, you get the tools you need to support every step of journey analysis and improvement.
Every stage of the customer experience has differing needs, but they’re all a part of the same journey. Deeply understanding your customers both as individuals and a collective takes a variety of tools. With the AI-powered Genesys Cloud™ platform, you can enable world-class customer journeys at scale.
Customer journey management is only possible when customer profile and event-based data is organized into a single unified data model that’s accessible across your company. With the right foundation, you can gain visibility into your customers’ lived experiences. Then, you can analyze those experiences to see what’s working and what isn’t. These insights will enable your team to deliver exceptional experiences — every time.
Customers today have higher expectations than ever. Truly understanding their wants and needs is the key to driving results. The Genesys platform automatically generates, acquires and enriches data to deliver a centralized, analysis-ready data model.
Journey management capabilities are natively integrated within the platform. You can immediately access real-time, behavioral and historical event data without needing to extract, transform, load or access third-party systems or data. By being able to aggregate and access your data, you can begin your journey analysis sooner.
Journey management provides deep interaction insights. With Genesys, you can visualize and understand the entirety of the customer’s journey. From historical interactions to real-time experiences, you can use these insights to enable agents, analysts and experience managers to improve journeys. And you can help your agents have a more seamless experience at work.
But simply understanding one customer’s journey isn’t enough. Genesys takes it a step further. We deliver an aggregate view of your entire customer base. With it, you can understand and analyze trends across your organization, and rapidly decide how to take action.
Customers move faster than ever. In order to earn their loyalty and drive revenue, you must be able to quickly decide how to best engage with them. Genesys makes it easy to visualize customer behavior and identify pain points within their journeys. With these insights, you can quickly make an action plan for how to address problem areas — and prioritize what to fix first.
With Genesys, your journey analytics are accessible from day one. Team members across your organization can work from one set of insights to improve customer experiences. There’s no need for extensive training. Your team can start making data-driven decisions that will deliver better results right away.
Personalizing experiences at scale is key to business success in today’s market. Genesys makes it easy to deliver outstanding service.
Easily manage your customer journeys. With Genesys, the need for an additional standalone platform is a thing of the past. You can easily aggregate, measure, monitor and optimize journeys from a single connected interface.
Collect, stitch, enrich and store event data from Genesys Cloud and third-party sources. Instantly access powerful customer journey visualizations, analytics and insights to understand customer behavior across every interaction.
Subpar customer experiences happen, but they shouldn’t be the norm. Take control of your data to identify the root cause of poor customer experiences. Then address those areas of improvement fast with actionable insights.
When it comes to customer journey optimization, every event matters. Connecting these interactions to fully understand their holistic user experience with your company is critical in earning their loyalty.
Genesys Cloud harmonizes disparate data and breaks down silos. With our customer journey analytics, you can gain insights that enable you to orchestrate experiences your customers will love. Request a demo today to learn how.
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Customer journey management provides a comprehensive view of the customer experience. With it, you can understand and visualize every customer interaction. Then you can understand their experience, identify areas of improvement and address them.
This approach helps improve the overall customer experience, increase satisfaction rates and foster loyalty. You can even inform business strategies and operations with customer needs and expectations. By taking these steps, you can expect to drive revenue growth and competitive advantage.
Historically, getting customer journey data ready for analysis would have required the use of professional services. This preparation would have added six months to journey analysis projects. With Genesys Cloud Journey Management, you can start analyzing your customer journeys within 24 hours of purchasing.
You can create simple insights in minutes, then use those insights to start identifying and proposing ways to improve in a matter of hours. The complexity of your journeys, the availability of event sources (data) and the required changes should be factored into your timeline. Journeys are never static so once you achieve your desired results, it’s important to keep monitoring and refining your strategy to ensure ongoing improvement.
Every industry has unique needs. By customizing your customer journey solution, you can target your specific goals and requirements. This is true for retail, healthcare, finance and any other sector.
Some examples of customizations you could make include tailored messages, optimizing touchpoints or even making sure your analytics are built in a way that works for your company. Whatever it looks like, customizing your approach to customer journey management will help ensure your strategies stay relevant and meet your business goals.
You should begin by mapping every step of your current customer journey. Doing this enables you to visualize the full extent of your customer touchpoints and interactions. You’ll be able to define the flow of your customer journey and spot areas for improvement.
Next, you need to gather data that will help you pinpoint pain points and gaps in your customer experience. Use this data to decide what you goals want to achieve with your customer journey management efforts. Then you should implement the right technology, such as customer journey analytics tools, to track and analyze future interactions in real time.
Lastly, you should focus on fostering a customer-centric culture within your organization. This means ensuring your employees have the data, tools and support they need to serve your customers. By providing these things, you can better ensure that everyone is aligned with your customer journey goals.
It all starts with tracking various key performance indicators (KPIs), including, but not limited to:
Other important metrics include average resolution time, customer referral rate and engagement levels across touchpoints. Each of these metrics provide important customer engagement and satisfaction indicators. By regularly reviewing these KPIs you can assess how effective your customer journey management strategies are.
A customer journey management platform is a comprehensive technology solution. It is designed to help businesses plan, execute and monitor customer interactions across various channels. These platforms provide tools for mapping customer journeys, analyzing customer data and identifying opportunities for improvement.
They help businesses deliver consistent and personalized experiences by integrating digital and voice customer touchpoints across channels. They often include real-time analytics, customer segmentation and automation features. With the right platform, businesses can gain deeper insights into customer behavior and preferences, allowing for more informed decision-making and better customer experiences.
A customer journey framework outlines the stages and touchpoints a customer encounters when interacting with a brand. This encompasses awareness, consideration, purchase, retention and advocacy. This information helps develop targeted strategies that enhance customer satisfaction and loyalty.
Businesses that use a framework can analyze and understand the customer experience at each stage, identifying key interactions and emotional responses. They can also pinpoint areas for improvement, design more effective touchpoints and ensure a seamless and cohesive experience throughout the customer lifecycle.
An omnichannel customer journey refers to the experience of customers interacting with a brand across multiple channels. This could include a brand’s website, mobile app, social media channels and more. The journey should be a seamless and integrated experience no matter the channel.
An omnichannel journey should provide customers with consistent service quality regardless of the channel. And as customers switch between channels, their experience should continue without interruption. All context from the previous channel should be transferred, enabling the customer to have a better experience.
An effective omnichannel strategy leverages data from all channels to provide personalized and relevant interactions. By doing this, brands can build stronger relationships and drive lasting loyalty.
Customer experience (CX) and the customer journey are distinct concepts.
CX encompasses the cumulative perception a customer has of a brand based on all their interactions and experiences. Service quality, product satisfaction, emotional connection and more all influence CX. The customer journey refers to the specific path a person takes when interacting with a brand. It focuses on the detailed steps and interactions that shape the customer’s experience.
While the customer journey provides a granular view of customer interactions, CX is the broader outcome of these interactions. Understanding both concepts is key to designing strategies that enhance the overall customer relationship.
