Leverage intent and details from past experiences to guide customers toward their goals in every interaction.
Anticipate and resolve issues early through journey insights. Increase self-service success and reduce unnecessary repeat contacts.
Use behavioural insights to route customers to the best agent and equip that agent with full visibility into their customers’ past actions.
With journey analytics, you can visualise customer paths within a single channel — whether it’s voice, IVR or digital — to gain deep insights into their experience. Then leverage those insights to quickly identify pain points in specific flows, and optimise and redesign those flows for a seamless experience in each channel.
Gain full visibility into cross-channel journeys and the issues that affect them. Using journey insights, experience designers can implement changes faster, creating better customer engagements from the start. It simplifies omnichannel journeys while reducing complexity and costs.
By visualising and analysing customer interactions in real time, you can detect friction points before they escalate. Then, you can deliver the next best action — whether it’s routing to the right agent, providing self-service options or guiding their next step — at the ideal moment.
Journey orchestration goes beyond basic personalisation by providing a comprehensive view of customer behaviour across every channel. With Genesys Cloud Journey Management, you can visualise your customer journeys and uncover trends in customer behaviour. With these sorts of insights, your team can take proactive action to fix them.
For example, you can easily identify when multiple customers struggle to find answers in an FAQ. Then you can create and refine self-service content, ensuring future customers find what they need. This level of proactive orchestration empowers you to solve issues before they escalate, driving loyalty and reducing friction.
The right journey orchestration software makes it easy for customer service, marketing and operations leaders to stay ahead of potential issues and turn insights into immediate actions. By identifying emerging challenges and addressing them before they escalate, you can optimise interactions across all channels and deliver experiences that improve business outcomes.
Customers engage with your organisation through all kinds of channels. They’re often active in several journeys at the same time. If you don’t take that into account, actions taken to solve a problem could have unintended consequences.
The Genesys Cloud™ platform collects data from all of your channels in one place. You don’t have to rely on a separate tool to integrate with your platform. Journey management is embedded, so data flows smoothly and gets surfaced easily.
Most companies lack the complete, up-to-date journey data needed to optimise each interaction. Rather, they have to test changes on their customers and measure the impact of those changes via customer feedback. With Genesys, you can instead put yourself in your customer’s shoes.
Perform Journey Comparison to evaluate journey changes by comparing options side by side, identifying best practices and optimising performance. And leverage these insights to decide which changes need to be made immediately, and which ones can wait.
Genesys Cloud allows you to analyse all your interaction data in one place, making it easier to examine everything all at once.
Journey Analyser allows you to seamlessly connect and examine journeys across all channels. Uncover the most important improvements you can make to your customers’ journeys by measuring their impact on the behaviours that affect your key metrics. And with journey management analysis samples, you don’t have to start each time from scratch. Instead, journey analysis templates give you a starting point for analysing and gaining rich insights into your customer behaviour.
A personalised customer experience is more than just delivering the next best offer. Customer-centric organisations focus on each customer’s full experience — not just their most recent interaction.
Access to the full range of data is key. Real-time and historical Genesys Cloud data allows you to analyse customer segments and buyer personas based on the whole picture. Surfacing data at the right time allows for predictive routing and predictive engagement capabilities that present those segments with what they need, when they need it.
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Journey orchestration involves designing and coordinating customer interactions across various touchpoints to provide a seamless and personalised customer experience. A retailer might track an existing or potential customer’s browsing behaviour 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 or create a 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 behaviour.
By leveraging real-time data and insights, customer experience (CX) orchestration enables businesses to anticipate customer needs, respond to their behaviours dynamically and guide them through personalised journeys. This approach not only enhances customer satisfaction but also strengthens brand loyalty by ensuring that customers feel understood and valued at every stage of their journey. Essentially, CX orchestration is about harmonsing all elements of the customer experience to create a cohesive, engaging and tailored journey for each individual.
Journey orchestration and customer data platforms (CDP) are distinct yet complementary tools in marketing and customer experience management.
Journey orchestration refers to the process of managing and optimising customer interactions across various touchpoints in real time. It allows businesses to deliver personalised, contextually relevant experiences by coordinating different channels (email, social media, in-app, etc.) and adapting to customer behaviours dynamically. Journey orchestration focuses on guiding the customer through their journey by responding to their actions with tailored responses, ensuring a seamless and cohesive experience.
Customer data platforms, on the other hand, are systems designed to collect, unify and manage customer data from multiple sources into a single, comprehensive view. A CDP enables businesses to aggregate and analyse customer data, providing insights that can inform marketing strategies, including journey orchestration. CDPs ensure that all customer touchpoints are informed by accurate, up-to-date information.
In summary, while a CDP provides the data foundation, journey orchestration leverages that data to execute real-time, personalised customer experiences. The CDP is the “what” (data), and journey orchestration is the “how” (action on that data).
Predictive analytics for CX involves using data, algorithms and machine learning to predict future customer behaviour and outcomes. It projects customer needs, preferences and issues by analysing historical data and identifying patterns. This means you can address concerns before they arise, personalise experiences and improve overall satisfaction and loyalty.
Predictive analytics enables you to make informed decisions to enhance customer experience and drive long-term success.
