Quantify experience with customer journey analytics software

Cust journey analytics page img

Improve customer experience and business outcomes with omnichannel journey analytics

Measure, monitor and optimize customer experiences

Discover how customers feel when shopping for your product or service. Pinpoint friction points and measure how each journey affects customer satisfaction and business outcomes.

Increase operational efficiency and cost savings

Mapping out the customer journey reveals what hinders customer experience (CX) and drives costs. Learn how to streamline journeys to lower customer effort and cost to serve.

Grow revenue and loyalty

Uncover what drives revenue and impacts churn. Offer up-sell and cross-sell opportunities to the customers who are most likely to convert, maximizing lifetime value and revenue.

Analyze your customer experience in real time

Customer journey analytics intro 64

Journey mapping

Quickly discover the natural or most frequent path and create a customer journey baseline. Use the power of artificial intelligence (AI) to uncover dropouts, channel switches and loopbacks to improve each interaction with your brand.

Intelligent alerts

Learn when any customer journey, behavior or experience meaningfully changes. Subscribe to existing alerts or customize based on simple thresholds or the platform’s sophisticated anomaly detection algorithms.

Root cause analysis

Pointillist AI uses a unique Gradient Boosted Trees implementation to quickly analyze even the most complex journeys. Uncover ways to lower costs, improve your efficiency, increase satisfaction, reduce churn and more.

Elevate customer experiences while improving business performance with customer journey analytics software

Leading companies are more focused than ever on their customers. Customer journey analytics puts you in your customer’s shoes to better understand customer behaviors and shape their experiences. And you can empower every team across your organization, including data scientists, analysts and business users. Make it easy to align on customer journeys and build a better experience for each and every customer.

Measure and monitor real-world, cross-channel paths to improve CX and customer service and achieve positive business outcomes.

Deliver unmatched time to value with no-code analytics

Executives and business analysts can get answers in real time using the award-winning, drag-and-drop Pointillist analytics interface. Easily analyze omnichannel data and create custom reports, dashboards and alerts without code.

Prioritize CX initiatives and quantify ROI

Pointillist Customer Journey Analytics software helps determine which CX enhancements will deliver the greatest customer and business benefits. Quickly test improvements, compare experiences and prioritize journeys by likely impact.

Quantify the ROI of experience improvements. The platform makes it easy to prioritize process changes and customer experience initiatives that improve satisfaction and your bottom line. Go beyond cost reduction or just doing the right thing for your customer to build a powerful business case for change.

Monitor and detect changes in behavior, metrics and KPIs

Pointillist dashboards make it possible to monitor and alert on changes in customer behaviors that affect their business. Journey owners, product managers and executives can gain important insights with ease. Quickly and securely share individual insights and full dashboards within your team or across your enterprise.

Pointillist Intelligent Alerts will inform you when any journey, behavior or experience changes in a meaningful way. Define alerts with simple thresholds or built-in anomaly detection algorithms.

Pinpoint the root causes of CX challenges using AI

Leading organizations use Pointillist AI to find the root causes of poor experiences and find opportunities to improve CX. The transparent Pointillist analytics approach identifies which interactions are driving successful outcomes — and which block them.

Pointillist AI reveals journey friction points and enables you to determine not just what’s happening, but why. Analysts can quickly determine where to take action to create a positive customer experience from start to finish.

Measure and predict journey success

Understand how customer behavior drives KPIs like revenue, profitability, churn and lifetime value. Quickly determine which in-journey metrics best capture value and key moments that impact business outcomes. This could include conversion, Net Promoter Score, customer satisfaction, inaction and elapsed time.

Pointillist Customer Journey Analytics software makes it easy to visualize and measure complex omnichannel journeys and the signals that predict success. Pointillist Journey Scores are transparent and customizable. That means you can monitor performance in real time, identify bottlenecks and quickly test potential improvements.

Get customer journey analytics software in a solution that works for you

See what else you can do with Genesys

Understand more about the customer journey

Frequently asked customer journey analytics questions

What is customer journey analytics?

Customer journey analytics is the process of tracking and analyzing how customers interact with a company across multiple touchpoints and over time. These analytics provide insights into customer behavior and experiences. They help companies understand how customers move through the sales funnel, identify points of friction and optimize the customer journey for better satisfaction and retention.