Customer Journey Analytics

Today’s customer expects a smoother, more streamlined experience than ever before. But data gets siloed, preventing businesses from being able to provide seamless experiences across all the channels a customer might use to engage with them. Customer Journey Analytics can help.

Watch this 60-minute webinar to learn about the new Customer Journey Analytics capabilities from Genesys Cloud which can help optimize customer experiences and drive results at scale.

Key topics covered include:

• Exploring the core features and functionalities of Customer Journey Analytics
• Learn about Journey Flows which allow you to track the movement of interactions across a single channel, viewing a specific part of a customer’s journey in detail.  With Journey Flows, you can visualize the paths your customers take to achieve their goals, such as paying a bill or updating account information.
• Learn about Journey Analyzer allows you to analyze the flow of a customer’s journey across various channel interactions.  With Journey Analyzer, you can move beyond traditional contact center metrics to measure the impact of customer behavior on self-service containment rates, abandonment, and churn.

Meet the speakers