{"id":436502,"date":"2022-06-16T06:52:30","date_gmt":"2022-06-16T13:52:30","guid":{"rendered":"https:\/\/www.genesys.com\/capabilities\/customer-journey-data-management"},"modified":"2024-04-11T08:12:55","modified_gmt":"2024-04-11T15:12:55","slug":"customer-journey-data-management","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/customer-journey-data-management","title":{"rendered":"Customer journey data management"},"content":{"rendered":"

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Create a single customer view with customer journey data<\/h1>\n

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Get a demo<\/a><\/div>[\/vc_column][vc_column width=”7\/12″ offset=”vc_hidden-sm vc_hidden-xs”][vc_single_image image=”512671″ alignment=”center”][\/vc_column][\/vc_row][\/vc_section][vc_section content_placement=”middle” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D” css=”.vc_custom_1654186966149{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}”][vc_row content_placement=”middle”][vc_column elemental_order=”order-2″][vc_column_text]<\/p>\n

Build an integrated repository of customer journey data<\/h3>\n

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Aggregate customer data from any source<\/h3>\n

Bridge the operational and data silos within your organisation. Provide a unified customer view across your contact centre platform, data warehouse, customer data platform (CDP), marketing platforms and more.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″ elemental_order=”order-2″]

Support data governance standards<\/h3>\n

Provide teams across your organisation with quality customer data. Manage access to data sources and application capabilities using role- and team-based permissions to make sure everyone has what they need.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″ elemental_order=”order-3″]

Increase analyst productivity<\/h3>\n

Reduce the time analysts have to spend performing complex aggregations and transformations every time they need to be able to answer a new question with an integrated customer journey data hub.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section content_placement=”middle” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D” css=”.vc_custom_1708966121012{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”offset-h2″][vc_row content_placement=”middle”][vc_column][vc_column_text]<\/p>\n

Transform customer data silos into journey data pipelines that fuel analytics, modeling and orchestration<\/h2>\n

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Agile data fusion<\/h3>\n

Say goodbye to having to transform all of your data to match a predetermined schema. Our agile data fusion\u2122 approach lets you start with a few data sources and add more as needed so you can start to see results faster.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″ elemental_order=”order-2″]

Autonomous identity resolution<\/h3>\n

No need to manually append a common identifier to every data source. Autonomous identity resolution\u2122 joins events across common customer identifiers in real time as data is added to the journey data hub.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″ elemental_order=”order-3″]

Scalable architecture<\/h3>\n

A purpose-built architecture provides compression, storage and retrieval of time-series journey data. And it provides room for your organisation\u2019s growth \u2014 you can easily scale up to billions of customer interactions with your brand per day.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” m_background_color=”bgc-lgray” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”5\/12″]

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40%<\/p>\n

of CX leaders say lack of consolidated data and analytics impacts their ability to deliver a seamless customer journey<\/p>\n

\u201cThe State of Customer Experience<\/a>,\u201d Genesys, 2023<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”7\/12″][vc_column_text]<\/p>\n

Power your entire organisation with hundreds of customer journey data sources<\/h3>\n

Unify vast quantities of customer interaction data across operational systems, isolated databases, centralised data warehouses and customer data platforms. Gain the ability to analyse every interaction with your brand. Break down today\u2019s customer data silos and provide a comprehensive view of each and every customer\u2019s experience with omnichannel time-series data.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section content_placement=”middle” flair=”%5B%7B%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%7D%5D” css=”.vc_custom_1654280182404{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}”][vc_row content_placement=”middle”][vc_column offset=”vc_col-lg-offset-2 vc_col-lg-8 vc_col-md-offset-1 vc_col-md-10 vc_col-sm-offset-0″][vc_column_text]<\/p>\n

Unify customer journey data with a trusted source<\/h2>\n

Too often, potential customer data is stored in disparate, isolated databases, warehouses and platforms. Siloed data can\u2019t get to the people who need it, when they need access to it. Connecting all the sources of data across your business is key. Integrated time-series data provides the foundation you need for a journey management approach.<\/p>\n

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A centralised reservoir of customer time-series data<\/h3>\n

Power real-time analytics, modeling and orchestration using the first headless journey data repository. The Pointillist Customer Journey Data Hub creates a scalable, centralised source of customer time-series data that supports mission-critical activities across even the largest enterprises.<\/p>\n

The Pointillist Customer Journey Data Hub eliminates the need to perform complex aggregations or transformations to conform to a strict schema. Instead, you can quickly get up and running with your existing data. Integrate data from web, mobile apps, customer feedback management, speech and text analytics platforms, and more.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″ elemental_order=”order-2″]

Rapid cross-channel identity resolution<\/h3>\n

Autonomous identity resolution creates unified customer profiles in real time without requiring a single customer identifier across all data sources. So it works equally well if you already have a data warehouse, data lake or CDP.<\/p>\n

Use email addresses, phone numbers, customer IDs, session IDs, cookie IDs and more to connect customer data into unified profiles. It even works with multilevel identifiers, like customer, account number and household ID. As new data streams into the Pointillist Customer Data Hub, previously anonymous behavior is automatically linked to known profiles.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″ elemental_order=”order-3″]

Enterprise-grade data management and governance<\/h3>\n

It\u2019s never been more important to be able to protect customer data, both for compliance purposes and for customer peace of mind. Data managers need to stay ahead of constantly changing regulatory compliance and data privacy requirements. This means having enterprise customer data management software that provides a high level of transparency.<\/p>\n

The Pointillist Customer Journey Data Hub makes it easy to assess and monitor data quality. Data owners can rapidly audit, confirm lineage and trace issues with built-in and custom extracts. You can even manage access to data sources and application capabilities using role- and team-based permissions so the right people can access the right data when they need it.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column]