Quantify experience with customer journey analytics software

Improve customer experience and business outcomes with omnichannel journey analytics

Measure, monitor and optimise 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, maximising lifetime value and revenue.

Analyse your customer experience in real time

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, behaviour or experience meaningfully changes. Subscribe to existing alerts or customise 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 analyse even the most complex journeys. Uncover ways to lower costs, improve your efficiency, increase satisfaction, reduce churn and more.

of CX leaders said their system lets them calculate the ROI of CX decisions

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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 behaviours and shape their experiences. And you can empower every team across your organisation, 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 analyse omnichannel data and create custom reports, dashboards and alerts without code.

Prioritise 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 prioritise journeys by likely impact.

Quantify the ROI of experience improvements. The platform makes it easy to prioritise 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 behaviour, metrics and KPIs

Pointillist dashboards make it possible to monitor and alert on changes in customer behaviours 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, behaviour 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 organisations 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 behaviour 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 visualise and measure complex omnichannel journeys and the signals that predict success. Pointillist Journey Scores are transparent and customisable. That means you can monitor performance in real time, identify bottlenecks and quickly test potential improvements.

We’re able to visualise where customers originate from when they switch channels, where they go next and why they abandon. Our management team now have data at their fingertips that they never could have dreamed of five years ago.

— Elena Weller, Customer Experience Director, Arvig

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Genesys Named a 2022 Leader

Forrester Wave™: Journey Orchestration Platforms

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

Pointillist

End-to-end journey management software

Measure, monitor and orchestrate customer journeys to optimise experiences and improve business outcomes.

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Understand more about the customer journey

Quantify every experience with customer journey analytics

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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Frequently asked customer journey analytics questions

What is customer journey analytics?

Customer journey analytics is the process of tracking and analysing how customers interact with a company across multiple touchpoints and over time. These analytics provide 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.

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.