Ebook

Seven journeys every financial institution should measure and optimise

I would like someone to reach out to me

Some leaders think customer journeys are a series of website clicks or workflow steps.

Most firms believe journeys are something they can control. Customer experience (CX) leaders attempt to steer consumers from point A to B to C.

But consumers have their own goals like refinancing a home or disputing a charge. Some clients use multiple channels; others rely on just one to complete the same transaction.

It’s time to define and measure journeys from the client perspective. By aligning their goals with company objectives, you can better measure and optimise individual experiences. And you can establish a link between CX and business outcomes.

Download the ebook to learn:

The right way to define a customer journey
The seven most critical customer journeys
How to identify milestones, signals and metrics to score performance
How to quantify the impact of customer behaviour on CX and business KPIs

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.