By recognising intent and prior experiences, you can ensure every interaction helps customers progress toward their goals.
Resolve issues ahead of time to boost self-service rates and reduce unneeded channel switches and repeat calls.
Route customers to the best agent using intent and behavior, and provide visibility into customers’ past actions.
Move beyond static customer segments by activating journey-driven audiences. Use Pointillist Audiences to orchestrate more relevant experiences that better reflect individual customer intent, prior experience and behavior.
A journey-driven approach can improve customer interactions across touchpoints. Provide personalised web content that offers the right next step based on individual preferences and experiences.
Make your agents’ lives easier. Route calls to the right person based on customer goals and previous experience. Easily resolve issues more quickly and provide a more empathetic experience.
Journey orchestration goes beyond traditional personalisation techniques. It considers customer journey data from every channel, source or system. This way, each interaction with your brand reflects a customer’s entire experience — not just the current interaction. Every customer touchpoint is personalised, and the customer’s wants and needs are the basis of every interaction.
of customers said they’d be more likely to stay with their financial services provider if it offered more personalised service
Beyond Personalisation: Three Reasons to Focus on Customer Journeys, The Financial Brand
Customer experience, marketing and operations leaders use customer journey orchestration software to deliver personalised experiences that improve business outcomes.
Customers engage with your organisation through a variety of channels and are often active in multiple journeys at the same time. Actions taken to solve a customer’s problem could have unintended consequences if you’re not aware of their entire experience with your company across channels and time.
Pointillist integrates easily with your existing applications, like real-time interaction management, campaign automation, web experience management, contact center and workflow platforms. These platforms pull data from the Pointillist Customer Journey Data Hub. This ensures every email, text, chat and phone call is informed by the customer’s historical experience and current goals.
Providing personalised customer experiences is more than simply delivering the next best offer. Customer-centric organisations optimise engagement based on each customer’s overall experience — not just their most recent interaction.
Pointillist Audiences makes it easy to align personalisation efforts with each customer’s unique goals. Tailor customer segments by activating or updating audiences based on customer attributes, time and behavior. This way, you can avoid creating poor experiences, such as automatically suppressing marketing email to customers trying to resolve an issue.
Most companies lack the comprehensive, up-to-date journey data needed to optimise each interaction. They’re forced to test experience enhancements on their customers to measure their impact.
With Pointillist, you can simulate journey improvements and determine the best outcome before you act. Run A/B tests to evaluate potential improvements without compromising your customer experience. Using the award-winning Pointillist interface, you can adapt personalisation logic, compare journeys and potential impact, and rapidly visualise results at scale.
Journey orchestration platforms typically force you to move all the personalisation logic at every touchpoint across your enterprise into a single, complex rules set. This approach doesn’t work for larger companies, where a different part of the organisation manages each channel and sub-journey.
Our flexible approach to journey orchestration works for even the largest, most complex enterprises — no matter how many systems you have or whether each has its own personalisation logic.
Forrester Wave™: Journey Orchestration Platforms
Journey orchestration involves designing and coordinating customer interactions across various touchpoints to provide a seamless and personalised customer experience. A retailer might track a customer’s browsing behavior across their website, and send related product or service recommendations. If the customer returns to the website, the company may offer assistance through a chatbot. And after the purchase, they follow up with offers based on the purchase.
Journey management and journey orchestration both aim to enhance the customer journey, but they take different approaches. Journey management maps out the customer journey and identifies touchpoints, then manages that journey to provide a consistent experience. Journey orchestration involves coordinating interactions across multiple channels and touchpoints in real time, based on the customer’s behavior.
