Easily begin your customer journey analysis. The Genesys event data platform gathers data from every accessible touchpoint and creates a unified data model.
Visualise the lived experiences of your customers. Pinpoint friction points and measure how each journey affects customer satisfaction and business outcomes.
Go beyond static journey mapping with data-driven visualisations. Identify pain points and learn where to streamline and optimise journeys.
See the actual paths your customers most frequently take to achieve their goals, like paying a bill or updating account information. Identify friction points by understanding where customers unnecessarily switch channels, repeat actions or abandon their journey entirely — and smooth those processes out.
Seamlessly connect and analyse your customer journeys across self-service and agent-supported channels. With Genesys, you can move beyond traditional contact centre metrics to measure the impact of customer behaviour on self-service containment rates, abandonment and churn.
Measure step-by-step conversion metrics to identify bottlenecks and friction points. Compare drop-off rates at each step to assess progress toward business and customer outcomes like self-service and issue resolution. Get insights into customer behaviour by tracking journey progression, escalations, repeat interactions and more.
Delivering a great customer experience is more important than ever. The right customer journey analytics software can be a powerful tool in your customer experience (CX) toolbox. Stand in your customer’s shoes and better understand their behaviours so you see what they need, how they want to get there — and how you can deliver that better. Monitor and measure real-world, omnichannel paths to improve CX and customer service, achieving better business outcomes in the process.
Customer journey analytics also allows you to empower every team across your business — from data scientists to analysts to business users. Journey analytics makes it easier to align on customer journeys and build better experiences for everyone.
Genesys Journey Analytics gives you tools designed specifically to visualise omnichannel interactions in near real time. You get purpose-built tools that deliver precise insights, driving informed decisions with clarity and focus.
Analysing your customer journey doesn’t have to be a tedious process filled with complex or repetitive tasks. With the Genesys Cloud™ platform, complex data aggregations and transformations are already done for you — meaning analysts don’t have to perform them themselves each time they want to answer a new question. That way, they spend less time on the background work and can focus on analysing and solving issues within customer journeys.
Get an interactive view into the paths customers take to achieve their goals, pinpointing both interactions that go smoothly and those that hinder CX and satisfaction. Answer crucial questions like, “What’s driving customer contacts?” or “What steps did customers take before engaging with an agent?” Identify issues and make immediate improvements within workflows to enhance the overall experience, ensuring effectiveness and customer satisfaction.
Generate journey insights quickly and easily by testing and analysing the full range of your customer interactions. Journey analytics empower rapid decision-making for everyone, not just tech-savvy analysts. Genesys Cloud puts insights at your fingertips, making journey data analysis and action accessible to your entire team so every member of the organisation, from channel managers to leadership, can drive decisions based on real-time customer behaviour. Genesys Cloud Journey Management is ready to implement from day one, with no need for extensive training or technical expertise.
Get a holistic view of the good and bad of your customer journey so you can make iteration decisions from a place of certainty. Track your conversions — where and when they happen — as well as drop-off points, so you can see where customers are succeeding and where they’re getting stuck. Then dig deeper and find out what’s really wrong at those friction points in your customer journey, instead of having to guess.
See how customer journey analytics tools can empower the experiences you provide. Effectively manage, measure and optimise customer engagements — and dramatically improve experiences. Request a demo today.
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Customer journey analytics is the process of tracking and analysing how customers interact with your brand across multiple touchpoints and over time. This data provides insights into customer behaviour and experiences. They help companies understand how customers move through the sales funnel, identify points of friction and optimise the customer journey for better satisfaction and retention.
Customer journey mapping and customer journey analytics are two separate concepts that work together to help customer experience experts build better customer journeys. First we should define each concept, then we can talk about how they interact.
Customer journey mapping is the process of visually depicting a typical customer journey. A proper customer journey map requires you to identify every touchpoint that a customer might have with your brand. Then you determine how they fit and flow together and use that data to build a literal map of those touchpoints. This gives you an easy way to see how smooth or jumbled your journey is today, so points of friction can be ironed out.
Customer journey analytics is the process of gathering, organising and examining data on your customers’ journeys. It allows you to better understand your customers’ needs, preferences and behaviours, which means you can serve them better. After all, the more you know about what’s happening now, the better you can iterate to improve what happens next.
Obviously, to properly map a customer journey, you need data. That’s how mapping and analytics work together. Analytics provides and interprets the data, and that data goes into your map to give you a tool to more easily adjust journeys to improve them.
CX, or customer experience, analytics involves collecting, analysing and interpreting data from customer interactions to gain valuable insights into their experiences with a brand. This analytical approach helps organisations understand customer needs, preferences and behaviours, enabling them to improve service quality, personalise interactions and enhance overall satisfaction. Tools and techniques used in CX analytics include sentiment analysis, feedback surveys and journey mapping, all aimed at optimising the customer experience.
Customer journey analysis is key to improving the journey, which benefits business and customers alike. It provides a detailed view of the customer’s interactions with a brand, highlighting critical touchpoints and potential pain points to identify areas for improvement, optimise customer experiences, enhance engagement and increase customer loyalty. By comprehensively understanding the customer journey, companies can make data-driven decisions that lead to better service delivery and higher customer satisfaction, ultimately driving business success.
Start by identifying key touchpoints, which are the interactions customers have with your brand across different channels. Collect data from various sources, such as customer feedback, CRM systems and web analytics. Visualise the customer journey by mapping out each touchpoint and customer action. Identify pain points and opportunities for improvement by examining areas where customers face difficulties or drop off.
Use relevant KPIs to measure the effectiveness of each touchpoint and the overall journey. Finally, implement changes based on insights to enhance the customer experience and continuously monitor the impact of these changes.
A wide range of metrics are available to help customer experience experts analyse the success or failure of their work. Some key metrics for customer journey analysis include customer satisfaction score (CSAT), Net Promoter Score (NPS), customer effort score (CES), first-contact resolution (FCR), average handle time (AHT), customer retention rate, churn rate, conversion rate, customer lifetime value (CLV) and various engagement metrics such as click-through rates and time on site.
These metrics provide a comprehensive view of the effectiveness of customer interactions and the overall experience, helping businesses identify strengths and areas for improvement.
Customer journey analysis is a crucial part of the process of customer experience orchestration. To be able to improve journeys, you need to know the status quo, and what’s working and what isn’t.
To measure a customer journey, start by defining clear objectives that specify what you want to measure and why. Select relevant metrics and KPIs that align with these objectives. Collect data using tools like surveys, analytics software and CRM systems to gather information on customer interactions.
Analyse this data to identify trends, patterns and areas for improvement. Visualise the journey by creating a customer journey map that highlights interactions and key metrics. Finally, continuously monitor the journey and make adjustments based on insights to improve customer experiences and achieve better outcomes.
