{"id":473560,"date":"2023-04-19T02:47:17","date_gmt":"2023-04-19T09:47:17","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/the-state-of-cx-workshop"},"modified":"2023-04-19T03:20:57","modified_gmt":"2023-04-19T10:20:57","slug":"the-state-of-cx-workshop","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-gb\/webinars\/the-state-of-cx-workshop","title":{"rendered":"The State of CX Workshop"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/4&#8243;][vc_column_text]<strong class=\"text-orange\">Live webinar<\/strong>[\/vc_column_text][vc_column_text]<b class=\"text-blue\">April 27, 2023<br \/>\n<\/b><b class=\"text-blue\">11AM BST \/ 3PM CEST<\/b><\/p>\n<p>Additional times listed below[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; offset=&#8221;vc_hidden-sm vc_hidden-xs&#8221;][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;468462&#8243; img_size=&#8221;full&#8221; si_max_width=&#8221;100px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p style=\"text-align: left;\"><strong>Liz Miller<\/strong><br \/>\nVice President and Principal Analyst, Constellation Research<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/4&#8243; offset=&#8221;vc_hidden-sm vc_hidden-xs&#8221;][vc_row_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;469576&#8243; img_size=&#8221;full&#8221; si_max_width=&#8221;100px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p style=\"text-align: left;\"><strong>Brett Weigl<\/strong><br \/>\nGeneral Manager of Digital, AI and Journey Analytics, Genesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/4&#8243; offset=&#8221;vc_hidden-sm vc_hidden-xs&#8221;][vc_row_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;458414&#8243; img_size=&#8221;full&#8221; si_max_width=&#8221;100px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p style=\"text-align: left;\"><strong>Claire Beatty<br \/>\n<\/strong>Senior Director of Thought Leadership, Genesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-light-blue&#8221; m_background_color=&#8221;bgc-light-blue&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][vc_row_inner css=&#8221;.vc_custom_1679339630286{background-color: #3b90aa !important;}&#8221;][vc_column_inner offset=&#8221;vc_hidden-sm vc_hidden-xs&#8221;][vc_column_text]<\/p>\n<p class=\"pre_h1 text-white\" style=\"padding-left: 40px;\"><strong>Live webinar<\/strong><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1679343564279{padding-top: 5px !important;padding-right: 5px !important;padding-left: 5px !important;}&#8221;]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\">\n<h3 class=\"font-roboto text-white\" style=\"padding-left: 40px;\">The state of<\/h3>\n<h1 class=\"font-swb no-padding text-white\" style=\"padding-left: 40px;\">Customer Experience<img decoding=\"async\" class=\"size-thumbnail wp-image-468425 no-padding aligncenter\" src=\"https:\/\/www.genesys.com\/media\/Picture1-15-264x130.png\" alt=\"\" width=\"264\" height=\"130\" srcset=\"https:\/\/www.genesys.com\/media\/Picture1-15-264x130.png 264w, https:\/\/www.genesys.com\/media\/Picture1-15-300x148.png 300w, https:\/\/www.genesys.com\/media\/Picture1-15.png 362w\" sizes=\"(max-width: 264px) 100vw, 264px\" \/><\/h1>\n<\/td>\n<td style=\"width: 50%;\">\n<p style=\"font-size: 16px; font-weight: 400;\"><img decoding=\"async\" class=\"attachment-large size-large vc_single_image-img rounded-xs alignleft\" src=\"https:\/\/www.genesys.com\/media\/Podcast-Template-copy340x200-px.gif\" alt=\"Podcast template copy340x200 px\" width=\"340\" height=\"200\" \/><\/p>\n<p style=\"font-size: 16px; font-weight: 400;\"><img decoding=\"async\" class=\"attachment-large vc_single_image-img rounded-xs\" src=\"https:\/\/www.genesys.com\/media\/Podcast-Template-copy600x600-px-1-e1679341022622.png\" sizes=\"(max-width: 600px) 100vw, 600px\" srcset=\"https:\/\/www.genesys.com\/media\/Podcast-Template-copy600x600-px-1-e1679341022622.png 600w, https:\/\/www.genesys.com\/media\/Podcast-Template-copy600x600-px-1-e1679341022622-300x258.png 300w, https:\/\/www.genesys.com\/media\/Podcast-Template-copy600x600-px-1-e1679341022622-167x144.png 167w\" alt=\"Podcast template copy600x600 px\" width=\"339\" height=\"291\" \/><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h1 class=\"font-swb no-padding text-white\" style=\"padding-left: 40px;\"><\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1681899020715{padding-bottom: 10px !important;}&#8221;]<\/p>\n<p class=\"text-white\" style=\"padding-left: 40px;\"><strong>It\u2019s not just a webinar \u2014 it\u2019s a live workshop!<\/strong><br \/>\nJoin us for this 45-minute interactive webinar \u2013 and leave with an action plan customised to your organisation.<\/p>\n<p class=\"text-white\" style=\"padding-left: 40px;\">Utilising our research-based blueprint, you&#8217;ll be poised to consider, explore and strategise your next move in experience orchestration as we dive into the new era of customer and employee experiences <em>(and their accompanying expectations).<\/em><\/p>\n<p class=\"text-white\" style=\"padding-left: 40px;\">We&#8217;ve made sure to include opportunities to address your burning questions and additional resources you&#8217;ll need to stay ahead of the competition.<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/12&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243; css=&#8221;.vc_custom_1679343636595{padding-bottom: 15px !important;}&#8221;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/473560?thankyou=473560&page_type=webinars\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/473560\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-gb\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/473560\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"473560\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email\" placeholder=\"Email\">\n        <label for=\"fe192\">Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Centre Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human 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form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & 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cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Save my seat\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Save my seat\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;7\/12&#8243;][\/vc_column][vc_column width=&#8221;1\/3&#8243; offset=&#8221;vc_hidden-sm vc_hidden-xs&#8221;][vc_column_text]<\/p>\n<h5 class=\"font-swb\">Did you know?<\/h5>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<ul>\n<li data-leveltext=\"-\" data-font=\"Calibri\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Calibri&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\"><strong>71% of CX leaders<\/strong> worldwide are aligned around one tech priority. What is it?\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"-\" data-font=\"Calibri\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Calibri&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\"><strong>1\/3 of customers<\/strong> switched brands in the past year due to negative interactions. Is loyalty dead?\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"-\" data-font=\"Calibri\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Calibri&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\"><strong>Only 13% of organisations<\/strong> offer truly omnichannel experiences today. What gaps in digital transformation are frustrating your customers?\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/4&#8243; offset=&#8221;vc_hidden-lg vc_hidden-md&#8221;][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/4&#8243; offset=&#8221;vc_hidden-lg vc_hidden-md&#8221;][vc_single_image image=&#8221;468462&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<hr \/>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Liz Miller<\/strong><br \/>\nVice President and Principal Analyst, Constellation<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/4&#8243; offset=&#8221;vc_hidden-lg vc_hidden-md&#8221;][vc_single_image image=&#8221;469576&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<hr \/>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Brett Weigl<\/strong><br \/>\nGeneral Manager of Digital, AI and Journey Analytics, Genesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/4&#8243; offset=&#8221;vc_hidden-lg vc_hidden-md&#8221;][vc_single_image image=&#8221;458414&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<hr \/>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Claire Beatty<br \/>\n<\/strong>Senior Director of Thought Leadership, Genesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/4&#8243;][vc_column_text]Live webinar[\/vc_column_text][vc_column_text]April 27, 2023 11AM BST \/ 3PM CEST Additional times listed below[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; offset=&#8221;vc_hidden-sm vc_hidden-xs&#8221;][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;468462&#8243; img_size=&#8221;full&#8221; si_max_width=&#8221;100px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text] Liz Miller Vice President and Principal Analyst, Constellation Research [\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/4&#8243; offset=&#8221;vc_hidden-sm vc_hidden-xs&#8221;][vc_row_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;469576&#8243; img_size=&#8221;full&#8221; si_max_width=&#8221;100px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text] Brett Weigl General Manager of Digital, AI and Journey Analytics, Genesys [&hellip;]<\/p>\n","protected":false},"author":890,"featured_media":0,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-473560","webinars","type-webinars","status-publish","hentry"],"acf":{"utm_pass":false,"item_nav_hide":"no","disable_chat":false,"asset_expiration":"","resource_next_steps":[{"ID":161522,"post_author":"38","post_date":"2024-08-28 08:44:32","post_date_gmt":"2024-08-28 15:44:32","post_content":"","post_title":"Seven best practices for building customer loyalty with AI","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"ebook-7-best-practices-for-customer-loyalty","to_ping":"","pinged":"","post_modified":"2024-08-28 07:17:01","post_modified_gmt":"2024-08-28 14:17:01","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=161522","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":440870,"post_author":"655","post_date":"2022-07-19 08:06:03","post_date_gmt":"2022-07-19 15:06:03","post_content":"","post_title":"Five steps to get started with journey orchestration","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"five-steps-to-get-started-with-journey-orchestration","to_ping":"","pinged":"","post_modified":"2022-07-19 08:54:36","post_modified_gmt":"2022-07-19 15:54:36","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/five-steps-to-get-started-with-journey-orchestration","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":466915,"post_author":"939","post_date":"2023-02-20 04:34:10","post_date_gmt":"2023-02-20 12:34:10","post_content":"[vc_section][vc_row][vc_column][vc_column_text]<span class=\"TextRun SCXW104548563 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW104548563 BCX8\">Much of the marketing world is still focused on customer acquisition<\/span> <span class=\"NormalTextRun SCXW104548563 BCX8\">but <\/span><span class=\"NormalTextRun SCXW104548563 BCX8\">improving your c<\/span><span class=\"NormalTextRun SCXW104548563 BCX8\">ustomer retention <\/span><span class=\"NormalTextRun SCXW104548563 BCX8\">strategy <\/span><span class=\"NormalTextRun SCXW104548563 BCX8\">will yield far better ROI and cost about <\/span><span class=\"NormalTextRun SCXW104548563 BCX8\">five to 25 times<\/span><span class=\"NormalTextRun SCXW104548563 BCX8\"> less than customer acquisition.<\/span> <span class=\"NormalTextRun SCXW104548563 BCX8\">This blog takes an<\/span><span class=\"NormalTextRun SCXW104548563 BCX8\"> in-depth look at why customer <\/span><span class=\"NormalTextRun SCXW104548563 BCX8\">retention matters and<\/span> <span class=\"NormalTextRun SCXW104548563 BCX8\">highlights<\/span> <span class=\"NormalTextRun SCXW104548563 BCX8\">10<\/span><span class=\"NormalTextRun SCXW104548563 BCX8\"> powerful ways customer journey analytics can help you immediately <\/span><span class=\"NormalTextRun SCXW104548563 BCX8\">reduce churn and <\/span><span class=\"NormalTextRun SCXW104548563 BCX8\">improve <\/span><span class=\"NormalTextRun SCXW104548563 BCX8\">your <\/span><span class=\"NormalTextRun SCXW104548563 BCX8\">customer retention<\/span><span class=\"NormalTextRun SCXW104548563 BCX8\"> rates<\/span><span class=\"NormalTextRun SCXW104548563 BCX8\">.<\/span><\/span><span class=\"EOP SCXW104548563 BCX8\" data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h2><span data-contrast=\"auto\">What Is a Customer Retention Strategy?<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\r\n<span data-contrast=\"auto\">Customer retention strategies encompass the set of actions that companies take to stop customers from churning and grow as many as possible into loyal customers. A customer retention strategy starts with the first customer interaction and continues throughout the entire relationship with your organization.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h4><span data-contrast=\"auto\">Why a Strong Customer Retention Strategy Matters<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h4>\r\n<span data-contrast=\"auto\">Keeping an existing customer is typically much less expensive than acquiring a new one. Yet companies continue to struggle with customer retention. In fact,<\/span><span data-contrast=\"none\"> <a href=\"https:\/\/investor.forrester.com\/node\/15086\/pdf\" target=\"_blank\" rel=\"noopener\">typical B2B customer retention rates stand between 76% and 81%<\/a>,<\/span><span data-contrast=\"auto\"> according to Forrester. The average <\/span><a href=\"https:\/\/www.statista.com\/statistics\/259329\/ios-and-android-app-user-retention-rate\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">mobile app retains less than 5% of its users after 30 days<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">If you can\u2019t retain your customers after you\u2019ve just made a huge cash outlay to acquire them, they\u2019ll only be a net-negative for you \u2014 unable to pay back the customer acquisition cost (CAC).<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Essentially, you\u2019re only spending money to lose more money. Customer retention matters to growth and profitability, so it's critical to focus on strategies to improve customer retention.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">For example, <\/span><a href=\"https:\/\/www.statista.com\/statistics\/1345687\/repurchase-rate-of-top-d2c-brands-worldwide\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">repurchase rates among top global brands<\/span><\/a><span data-contrast=\"auto\"> stood at 45% from the first to second order in 2022. Since repeated purchases become more likely with every purchase, after the third order the likelihood of a follow-up purchase now exceeds 60%.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Acquisition seems more attractive because acquisition campaigns yield faster, more measurable results than customer retention campaigns. But it\u2019s important to take a long-term view and remember your company\u2019s future revenue and profitability will depend largely on retaining and growing your business with your existing customers.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/2\"][vc_single_image image=\"466358\"][\/vc_column][vc_column width=\"1\/2\"][vc_column_text]\r\n<h3>Elevate CX With Journey Management<\/h3>\r\nDiscover why past approaches are no longer enough. Explore why journeys are the future.[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fresources%2Felevate-cx-with-journey-management%3Fost_tool%3Dblog%26ost_campaign%3Dft-blog|title:Explore%20now|target:_blank|\"][\/vc_column][\/vc_row][\/vc_section][vc_row][vc_column][vc_column_text]\r\n<h4><span data-contrast=\"auto\">My Customer Retention Strategy Isn\u2019t Your Customer Retention Strategy<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h4>\r\n<h5><span data-contrast=\"auto\">The Timescale Conundrum<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h5>\r\n<span data-contrast=\"auto\">Retention can often be a confusing concept \u2014 nebulous and shifting in meaning from industry to industry. It would be easy to define and measure if we relied on the customer to indicate they\u2019re no longer a customer.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Sure, that\u2019s easy in subscription-based industries such as Software as a Service (SaaS) or telecom or insurance. But for many businesses, retention activity is passive in the sense that the customer doesn\u2019t inform you she\u2019s leaving. As a result, you must deduce customer retention based on activity within a certain period of time.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">For credit card issuers, 70% of active customers repeat activity within a two-month period, while that number goes up to two years for a tire manufacturer. When it comes to the automobile industry, that number is higher still \u2014 as much as five years.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Many companies identify shorter-term behavior that can be used as a proxy for customer retention. Getting customers engaged in shorter-term activities often bodes well for long-term customer retention.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h5><span data-contrast=\"auto\">Is Retention About Churn or Loyalty?<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h5>\r\n<span data-contrast=\"auto\">Another source of confusion is that, in some industries, retention is synonymous with churn. In others, it goes hand in hand with loyalty.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">In subscription-based industries such as telecom or SaaS, customer retention strategies often prioritize churn reduction, rather than focusing on the growth of the customer. Retention campaigns are focused on indications that the customer is about to leave and how to make her stay.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">In retail and eCommerce, the focus of retention is usually on creating loyal, engaged customers that return to shop with you again. The customer retention strategy is often owned by a marketing team responsible for customer loyalty who create campaigns that increase the likelihood of a customer purchasing again as well as increasing the profitability with each repeat purchase.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Customer retention is a nuanced concept and there isn\u2019t a one-size-fits-all customer retention strategy that can be applied in broad strokes across all industries.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h5><span data-contrast=\"auto\">How to Measure Customer Retention Rate<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h5>\r\n<span data-contrast=\"auto\">You can\u2019t improve what you don\u2019t measure, so the first step is to calculate your customer retention rate. There are two ways to measure retention: customer retention and revenue retention.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Customer retention rate measures the percentage of your customers retained during any given period of time. It\u2019s the opposite of customer churn rate, which measures how many customers leave during a specific time period.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>[\/vc_column_text][vc_single_image image=\"466317\" css=\".vc_custom_1676488940750{margin-top: 30px !important;margin-bottom: 30px !important;}\"][vc_column_text]<span data-contrast=\"auto\">Applying the formula above, if a business starts a month with 500 customers and loses 40 but gains 80 customers, at the end of the month they have 540 customers. The retention rate for the month is (540 - 80)\/500 = 92%.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Revenue retention rate, on the other hand, is the proportion of recurring revenue retained in a given time period. Revenue retention is commonly used in SaaS and other business models that rely on recurring revenue models. SaaS businesses typically focus on Net Revenue Retention (NRR).\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Unlike gross retention, NRR also captures a company\u2019s ability to expand engagement through license expansion (e.g. more seats, more storage, etc.) and continuously improve its ability to meet the needs of its customers. NRR is calculated as the percentage of revenue retained from existing customers at the start of a period after accounting for both expansion revenue and churn. NRR is calculated over a monthly time period using monthly recurring revenue (MRR) as follows.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>[\/vc_column_text][vc_single_image image=\"466326\" css=\".vc_custom_1676488960108{margin-top: 30px !important;margin-bottom: 30px !important;}\"][vc_column_text]<span data-contrast=\"auto\">Is your retention rate high or low? There isn\u2019t one right answer; it depends on a company\u2019s particular context \u2014 industry, business and revenue model. The key is to benchmark yourself against competitors and similar companies but most importantly against your own past performance.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h4><span data-contrast=\"auto\">10 Ways to Improve Customer Retention with Journey Analytics<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h4>\r\n<span data-contrast=\"auto\">Journey analytics can quickly focus attention on the biggest opportunities to improve customer retention by answering critical questions, such as:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<ul>\r\n \t<li><span data-contrast=\"auto\">Which customer service interactions result in poor customer experiences and sub-par retention?<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Are there sub-segments with retention issues that can be targeted for quick resolution with high revenue impact?<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Which customer segments are most likely to churn?<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">How much do service outages or technical product issues increase churn risk?<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Is acquisition targeting the wrong customers, which can lead to a lower retention rate?<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<span data-contrast=\"auto\">Below are 10 ways companies\u202fcan find opportunities to improve customer retention, including <\/span><a href=\"https:\/\/www.genesys.com\/blog\/post\/8-insightful-customer-journey-analytics-examples\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"auto\">examples of how journey analytics<\/span><\/a><span data-contrast=\"auto\"> can help.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h4><span data-contrast=\"auto\">1. Look Beyond the Last Interaction to Analyze the Entire Customer Journey<\/span><\/h4>\r\n<span data-contrast=\"auto\">Because of <\/span><a href=\"https:\/\/www.genesys.com\/blog\/post\/what-is-customer-journey-analytics\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"auto\">limitations of traditional analytics tools<\/span><\/a><span data-contrast=\"auto\">, most organizations typically focus on the last interaction that occurred before the customer churned, incorrectly assuming that it\u2019s a reliable indicator of churn and, therefore, retention.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">But experiences accumulate over time. As in personal relationships, trust, familiarity or resentment in customer relationships build up over years. Customers can have experiences that make them feel neglected or indifferent long before they end their relationship with your business.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">To discover the root causes of churn, you need to look at the complete customer journey or you will likely reach the wrong conclusions. Using <\/span><a href=\"https:\/\/www.genesys.com\/blog\/post\/what-is-customer-journey-analytics\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">customer journey analytics<\/span><\/a><span data-contrast=\"auto\">, you can analyze the complete end-to-end experience. Different customers will have different experiences, and you can visually see each one, the various touchpoints they encounter and the actions they take.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h5><span data-contrast=\"auto\">How a Telco Can Identify the High-Impact CX Issues That Lead to Churn<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h5>\r\n<span data-contrast=\"auto\">The CX team at a leading telco analyzes customer support issues across all their support channels to identify the most common issues their customers encounter. Through the analysis, they might find that billing and cable TV issues are driving the most inquiries into their contact center. At this point they might assume that the company just needed to improve its billing process and cable TV offering.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">However, the team can go beyond this by using <\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/customer-journey-analytics\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">customer journey analytics software<\/span><\/a><span data-contrast=\"auto\"> to better understand the drivers of churn and identify CX initiatives that will have the largest impact on reducing churn. By using customer journey analytics, they might discover that, while the highest volume of last-touch customer experiences involved billing and TV issues, a prior history of internet connectivity issues are actually driving the largest number of account closures and are responsible for the greatest revenue loss.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>[\/vc_column_text][vc_single_image image=\"466328\" css=\".vc_custom_1676402169646{margin-top: 30px !important;margin-bottom: 30px !important;border-top-width: 10px !important;border-bottom-width: 10px !important;}\"][vc_column_text]<span data-contrast=\"auto\">Armed with this new information, the CX team could use customer journey analytics to drill down further and isolate the specific internet-related issues that have the highest impact on churn. Then they could create a proposal for an initiative to address them that shows the projected impact on revenue and their overall customer retention rate.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h4><span data-contrast=\"auto\">2. Unify Customer Data to Create a Single View of Your Customer<\/span><\/h4>\r\n<span data-contrast=\"auto\">Data residing in silos is the biggest barrier to understanding your customers. The reason is that data in most organizations isn\u2019t organized around customers. Instead, it resides in disparate software applications that are set up and maintained by separate business functions or sometimes different groups within a single business function. This makes customer-centered analyses time-consuming and cumbersome, at best, or potentially impossible.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">To achieve a single view of your customer and their experience, you need to eliminate the silos that are holding your data hostage by integrating data across all your channels. This enables all customer-facing teams to gain a complete, unified view of the customer experience across every customer journey.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">A single customer view is essential for tracking and analyzing customer behavior across multiple channels, as well as for developing behavior-based segmentation schemes. To create a single view of your customer requires that you aggregate the data across systems and resolve which interactions are associated with the same customer. Next, we\u2019ll explore both in more detail.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h5><span data-contrast=\"auto\">Data Integration<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h5>\r\n<span data-contrast=\"auto\">The first step is to integrate customer data available to you from across separate software systems that enable each channel on which you and your customers engage. This data will typically reside in data warehouses, point-of-sale systems, email marketing platforms, marketing automation systems, contact center platforms and others.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">There are several ways to integrate your customer data, including commercial customer data platforms and do-it-yourself data lakes. But these approaches typically require that data sources conform to a fixed schema and contain a common identifier across all sources. In addition, they usually don\u2019t take a time-series approach necessary to visualize, measure and monitor customer journeys.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">In contrast, a <\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/customer-journey-data-management\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">journey data hub<\/span><\/a><span data-contrast=\"auto\"> can integrate data rapidly and easily without first requiring complex data cleaning and transformation processes to conform to a fixed schema. More advanced customer journey analytics platforms also have built-in ETL capabilities that allow you to simply extract data from your system in its native format. This way, you can integrate new data sources in days, rather than weeks and months using traditional approaches.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h5><span data-contrast=\"auto\">Customer Identity Resolution<\/span><\/h5>\r\n<span data-contrast=\"auto\">The most crucial step in unifying customer data is to bring together the separate pieces of data that have been collected across different systems by recognizing that they are associated with the same customer.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">This process is known as customer identity resolution, and it shouldn\u2019t require that you manually transform data from each source into a fixed schema with a common customer ID.<\/span>[\/vc_column_text][vc_single_image image=\"466340\" css=\".vc_custom_1676402261965{margin-top: 30px !important;margin-bottom: 30px !important;}\"][vc_column_text]<span data-contrast=\"auto\">State-of-the-art identity resolution techniques piece together individual customer identifiers on the fly, rather than requiring all relationships to be defined in advance.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">An advanced identity resolution approach will compare the values in customer identifiers, such as email address, loyalty card number and cookie ID, that has been collected in every event. It will look to match individual customer identifiers on the fly, rather than requiring all relationships to be defined in advance. This helps build a robust customer identity quickly by joining data associated with a specific person across channels, data sources and time.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h4><span data-contrast=\"auto\">3. Measure and Monitor Retention Rates Using Behavioral Segments<\/span><\/h4>\r\n<span data-contrast=\"auto\">The drivers of customer retention aren\u2019t the same for all customers. For example, the factors driving a customer to leave will vary depending on how far the customer has progressed in their lifecycle from purchase through onboarding to renewal or repeat purchase. Analyzing retention rates and drivers by behavioral segments (like lifecycle stage) will yield better information than looking at all customers in aggregate.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Customer churn in the initial lifecycle stages, like purchase or onboarding is high impact, because you haven\u2019t begun to recoup your customer acquisition cost. In retail or SaaS businesses with a monthly subscription, high early-lifecycle churn rates from customers immediately returning a product or canceling within a 30-day window could point to product quality or useability problems.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">A lot of companies have discovered that reducing early-lifecycle churn comes down to finding the right fit between the customer and your product \u2014 and proving value of the service to them quickly. When your early-lifecycle churn rate is extraordinarily high, examine your sales and marketing funnel to see if you\u2019re targeting the right customer segment.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Mid-lifecycle churn occurs when customers have used the product for a few months and have had a chance to evaluate, understand and experience it.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Improving mid-lifecycle churn rates is about keeping customers engaged and interacting with your product and giving them reasons to keep coming back. This can be done by adding features, providing consistently good customer service and maintaining regular communication.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Late-lifecycle churn happens when an established customer with a long history decides to cancel your service. To keep customers engaged over the long term, you need to reinforce the core value of your product consistently. That way, you\u2019ll be able to more easily increase a customer\u2019s investment in your company by using journey analytics to <\/span><a href=\"\/\/www.genesys.com\/blog\/post\/identify-cross-sell-vs-up-sell-opportunities-with-journey-analytics\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">identify up-sell and cross-sell opportunities<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h4><span data-contrast=\"auto\">4. Identify At-Risk Customers to Reduce Churn<\/span><\/h4>\r\n<span data-contrast=\"auto\">Although behavioral segmentation certainly adds to a company\u2019s understanding of its customers, it doesn\u2019t automatically deliver differentiation. The next step is to identify the right targets \u2014 those who are at the highest risk of churn \u2014 so you can proactively reach out to them.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Companies are using customer journey analytics to improve their ability to identify at-risk customers to improve their customer retention rate. By gaining a data-driven understanding of customer preferences and the best ways to reduce friction in particular situations, you can more easily identify and prioritize opportunities for improvement.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Using predictive analytics and machine learning algorithms, journey analytics software can identify which customers are most likely to churn, thus providing valuable data to turn the situation around. This way you can assess the probability of churn risk well before a customer churns, instead of waiting until it\u2019s too late.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h4><span data-contrast=\"auto\">5. Focus on Keeping Your Most Profitable Customers<\/span><\/h4>\r\n<span data-contrast=\"auto\">Let\u2019s face it \u2013 all customers aren\u2019t equal, and while you may want to retain all, your resources aren\u2019t unlimited. You need to focus on the most profitable ones first.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Customer journey analytics plays a big role in this endeavor by providing a detailed, quantitative picture of the entire customer journey, how they interacted with the product, the problems they faced and the resolutions at each step along the journey.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Using customer journey analytics, you can group your customers into segments defined by profitability, propensity to leave and the likely response to offers to stay. In this way, you can reduce customer churn by prioritizing your resources and proactively engaging with those customers that matter most to your business.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h4><span data-contrast=\"auto\">6. Discover Opportunities to Build Loyalty<\/span><\/h4>\r\n<span data-contrast=\"auto\">Retention rates really soar when a company remembers a customer and treats them with attention, consideration and empathy across all of their interactions.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">But mining insights across billions of customer interactions using traditional analytics methods and tools is a laborious and slow process. And it tends to confine its usage to a small set of pre-defined problems.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Using artificial intelligence (AI), customer journey analytics provides you with the power to sift through a much larger and more complex data space to uncover opportunities for improving customer retention in places you didn\u2019t even realize you should look. As a result, you can spend your time prioritizing these insights instead of cleaning and transforming the underlying data.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">AI-enabled <\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/customer-journey-analytics\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"auto\">customer journey analytics software<\/span><\/a><span data-contrast=\"auto\"> will search across every single relationship in the data (without expressly being told to look for it). It can predict the likelihood of future behaviors with high accuracy, while simultaneously finding the drivers and inhibitors of customer retention.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h5><span data-contrast=\"auto\">How a Bank Can Identify the Friction Points that Lead to Soft Churn<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h5>\r\n<span data-contrast=\"auto\">Soft churn is an important aspect of client retention in banking. The reason is that customers often reduce or stop transacting through a financial provider long before they take the time to withdraw all funds and close their accounts.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">CX teams banks can use customer journey analytics to better understand the root causes of soft churn, such as when withdrawal activity in a client\u2019s account decreases or direct deposits stop.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Using predictive analytics and machine learning algorithms, the team can visualize high-impact journeys that lead to decreases in savings account deposits, reduction in app activity and stoppages in auto payments.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">By analyzing mobile app usage, for example, the CX team might discover that in-app check deposits and bill payment problems are the main contributors to soft churn. The bank can use this kind of data to justify a redesign of their app experience to improve usability, increase account engagement, and ultimately reduce churn risk.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>[\/vc_column_text][vc_single_image image=\"466342\" css=\".vc_custom_1676402283461{margin-top: 30px !important;margin-bottom: 30px !important;}\"][vc_column_text]\r\n<h4><span data-contrast=\"auto\">7. Target the Right Next Customers<\/span><\/h4>\r\n<span data-contrast=\"auto\">If you\u2019re going to work hard to retain your most profitable customers, then another way to reduce customer churn is to be laser focused on acquiring new customers that are less likely to churn in the future.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">No matter how deep and sophisticated your retention strategy, it will be a huge waste of resources if you are attracting the wrong audience. It is imperative to make sure you are targeting those customers who are the best long-term fit for your product and can see the value in it.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Customer journey analytics tools can help you better target and segment customers based on behavioral, demographic and product attributes. Journey analytics tools discover the most predictable paths and the key attributes of prospects who eventually turn into long-term, profitable customers.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Armed with this information, you can create a more robust customer retention strategy, more precisely target the right audience, set the appropriate customer expectations and significantly reduce the possibility of eventual churn.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h4><span data-contrast=\"auto\">8. Make Differentiated and Targeted Offers Based on Behavior<\/span><\/h4>\r\n<span data-contrast=\"auto\">Actively engaged customers will naturally make more frequent purchases, spend more in each transaction and will be more likely to remain loyal customers. Making differentiated and targeted product offers is the best way to keep customers engaged \u2014 and keep them coming back for more.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">The single customer view and real-time customer behavior data that customer journey analytics platforms provide give you powerful insights for creating highly personalized and targeted recommendations.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">For example, customers who recently purchased a product but haven\u2019t activated it yet should receive additional information and helpful hints, rather than offers for complementary products, and never receive an offer for the product they just purchased (which happens far too frequently!).\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h4><span data-contrast=\"auto\">9. Build More Effective Loyalty Programs by Aligning Rewards with Specific Behaviors<\/span><\/h4>\r\n<span data-contrast=\"auto\">Customer loyalty programs are proven to have a powerful impact on customer retention. Numerous studies have shown that loyal customers are much more likely to repurchase, more likely to forgive mistakes, more likely to try new offerings, and significantly more likely to refer other customers.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Loyalty programs usually take the form of memberships that confer rewards, such as airline frequent flyer programs. To stand out in today's market where consumers are already flooded with many loyalty offers, differentiate your loyalty program by offering unique and personalized rewards \u2014 not just \u201cfree stuff\u201d that has no intrinsic value in the life of your customers.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Using customer journey analytics, you can model and track customer behavior to design and execute cutting-edge loyalty programs. One idea that\u2019s beginning to take hold now is that of \u201creciprocal\u201d loyalty or pre-purchase loyalty where the intent is to offer thanks for a small step on the part of the customer before the purchase, to generate a sense of loyalty and encourage the purchase. For instance, discover a way to give thanks to a customer who has tweeted positive things about your brand or contributed positively in an online forum. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h4><span data-contrast=\"auto\">10. Identify Customer Experience Issues to Increase Retention Rates<\/span><\/h4>\r\n<span data-contrast=\"auto\">Customer journey analytics can help you quickly identify problem areas throughout every customer journey. These problem areas could be caused by flawed and inefficient processes, inconsistencies in your user experience, lack of personalized service, incorrect information on web pages or knowledge base articles, product bugs, or a whole host of other things.<\/span>[\/vc_column_text][vc_single_image image=\"466344\" css=\".vc_custom_1676402301318{margin-top: 30px !important;margin-bottom: 30px !important;}\"][vc_column_text]<span data-contrast=\"auto\">Leading companies use customer journey analytics to identify when customers repeat steps, repeatedly switch channels, or even abandon their journey entirely. These organizations can focus their efforts on fixing issues that will have the highest impact on customer satisfaction and improve retention rates.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">By using the insights uncovered, you can determine the size of the problem (# customers, cost, etc.); decide on the appropriate steps to take to mitigate these customer experience issues; and create an improved experience that reduces your churn rate. This approach, called <\/span><a href=\"https:\/\/www.genesys.com\/blog\/post\/what-is-customer-journey-management\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">customer journey management<\/span><\/a><span data-contrast=\"auto\">, is being adopted by leading customer-centric companies around the world.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h3><span data-contrast=\"auto\">Putting It All Together<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\r\n<span data-contrast=\"auto\">A strong customer retention strategy is built on a strong customer experience strategy.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Today, leading customer-centric organizations are using <\/span><a href=\"https:\/\/www.genesys.com\/definitions\/experience-orchestration\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">experience orchestration<\/span><\/a><span data-contrast=\"auto\"> to build deeper, more loyal relationships with their customers by coordinating technology based on the experience their customers seek across all channels of engagement.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">At the end of the day, companies that deliver simple, frictionless experiences through intuitive products and empathic employee interactions will have happy, loyal customers and high customer retention rates.<\/span>[\/vc_column_text][\/vc_column][\/vc_row]","post_title":"10 Steps to Improve Customer Retention With Journey Analytics","post_excerpt":"What\u2019s better than acquiring one new customer? The answer isn\u2019t acquiring two new customers. It\u2019s actually retaining an existing one.  This post takes an in-depth look at why customer retention matters and ten powerful ways in which customer journey analytics can help you immediately improve customer retention.\r\n\r\n","post_status":"draft","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"10-steps-to-improve-customer-retention-with-journey-analytics","to_ping":"","pinged":"","post_modified":"2023-02-20 07:47:27","post_modified_gmt":"2023-02-20 15:47:27","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/10-steps-to-improve-customer-retention-with-journey-analytics","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}],"w_tycontent":"<p>Thank you for registering for the state of customer experience workshop.<\/p>\n<p>You should receive an email shortly with details on how to attend the event. Please add @email.genesys.com and no-reply@zoom.us to your safe sender list to ensure successful email delivery and allow up to 20 minutes for the confirmation email to be received. You may find it in your junk or spam folder. For questions or issues, please contact\u00a0<a href=\"mailto:onlineevents@genesys.com\">onlineevents@genesys.com<\/a>.<\/p>\n<p>While you eagerly await the live webinar, we&#8217;ve included some recommended resources below.<\/p>\n","no_index":false,"no_follow":false,"next_steps_type":"default","media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"title_align":"left","meta_title":"","meta_description":"","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","w_sdate":"04\/26\/2023 12:00 am","w_edate":"04\/27\/2023 12:00 am","w_scope":"global","w_region":[{"value":"na","label":"North America"},{"value":"emea","label":"Europe, Middle East & Africa"},{"value":"apac","label":"Asia-Pacific"}],"w_reg_na_time":{"custom_label":"","w_reg_time_date_na":"04\/26\/2023","w_reg_timezone_na":"11AM PT \/ 2PM ET","w_cid_na":"7011T000001YwufQAC"},"w_reg_emea_time":{"custom_label":"","w_reg_time_date_emea":"04\/27\/2023","w_reg_timezone_emea":"2PM BST \/ 3PM CEST","w_cid_emea":"7011T000001YwubQAC"},"w_reg_apac_time":{"custom_label":"","w_reg_time_date_apac":"04\/27\/2023","w_reg_timezone_apac":"11AM SGT \/ 1PM AEST","w_cid_apac":"7011T000001YwuzQAC"},"enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"ns_title":"","ns_subtitle":""},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/473560","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/890"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/473560\/revisions"}],"predecessor-version":[{"id":473569,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/473560\/revisions\/473569"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=473560"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=473560"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=473560"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=473560"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=473560"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=473560"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=473560"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=473560"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=473560"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=473560"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=473560"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}