{"id":267026,"date":"2020-05-01T12:20:22","date_gmt":"2020-05-01T19:20:22","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&p=267026"},"modified":"2024-11-17T15:36:14","modified_gmt":"2024-11-17T23:36:14","slug":"customer-journey-management","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-sg\/capabilities\/customer-journey-management","title":{"rendered":"Customer Journey Management"},"content":{"rendered":"

[vc_section background_color=”bgc-lgray” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D” css=”.vc_custom_1726246719590{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}”][vc_row content_placement=”middle” vib=”enable” vib_top=”6.333rem”][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Optimise your CX with customer journey management<\/h1>\n

Enhance visibility and insights across customer interactions<\/p>\n

[\/vc_column_text]

Get a demo<\/a><\/div>[\/vc_column][vc_column width=”1\/2″]
\"Customer
<\/div>
<\/i><\/div>

Play<\/p><\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”2\/3″ offset=”vc_col-lg-offset-2 vc_col-md-offset-0 vc_col-sm-offset-0″][vc_column_text css=””]<\/p>\n

Connect your customer interactions into a holistic journey<\/h2>\n

With artificial intelligence (AI) and digital tools at the ready, customer expectations are higher than ever. Today, brands must be able to truly understand and curate the entire customer journey. And that starts with having connected data that\u2019s easy to access and visualise. With Genesys, you get the tools you need to support every step of journey analysis and improvement.<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes” el_class=”hide-shit”][vc_column width=”1\/3″]

Unify your customer journey data<\/h3>\n

Understand and improve customer journeys through data. Genesys stitches all events generated over the course of a journey into a journey-analysis data model that\u2019s automatically ready for analysis.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Rapidly uncover journey insights<\/h3>\n

Enable analysts and business users with next-generation journey analytics. Give them visibility into customer behaviour to better measure, monitor and optimise journeys \u2014 and reach their business goals.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Transform insights into orchestrated journeys<\/h3>\n

Analyse your customer journeys to gain actionable insights. Use those insights to inform new flows, update existing flows and enhance self-service interactions, reducing costs and increasing customer satisfaction.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” flair=”%5B%5D”][vc_row][vc_column width=”2\/3″ offset=”vc_col-lg-offset-2 vc_col-sm-offset-0″][vc_column_text css=””]<\/p>\n

Exceed your customers\u2019 expectations with optimised journeys<\/h2>\n

Customer journey management is only possible when customer profile and event-based data is organised into a single unified data model that\u2019s accessible across your company. With the right foundation, you can gain visibility into your customers\u2019 lived experiences. Then, you can analyse those experiences to see what\u2019s working and what isn\u2019t. These insights will enable your team to deliver exceptional experiences \u2014 every time.<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”1\/2″][vc_single_image image=”535233″ alignment=”center” css=””][\/vc_column][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Get analytics-ready data from the start<\/h3>\n

Customers today have higher expectations than ever. Truly understanding their wants and needs is the key to driving results. The Genesys platform automatically generates, acquires and enriches data to deliver a centralised, analysis-ready data model.<\/p>\n

Journey management capabilities are natively integrated within the platform. You can immediately access real-time, behavioural and historical event data without needing to extract, transform, load or access third-party systems or data. By being able to aggregate and access your data, you can begin your journey analysis sooner. [\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”1\/2″][vc_single_image image=”535232″ alignment=”center” css=””][\/vc_column][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Understand real-world customer behaviour at scale<\/h3>\n

Journey management provides deep interaction insights. With Genesys, you can visualise and understand the entirety of the customer\u2019s journey. From historical interactions to real-time experiences, you can use these insights to enable agents, analysts and experience managers to improve journeys. And you can help your agents have a more seamless experience at work.<\/p>\n

But simply understanding one customer\u2019s journey isn\u2019t enough. Genesys takes it a step further. We deliver an aggregate view of your entire customer base. With it, you can understand and analyse trends across your organisation, and rapidly decide how to take action.
\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”1\/2″][vc_single_image image=”535234″ alignment=”center” css=””][\/vc_column][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Confidently drive improvements with journey analysis insights<\/h3>\n

Customers move faster than ever. In order to earn their loyalty and drive revenue, you must be able to quickly decide how to best engage with them. Genesys makes it easy to visualise customer behaviour and identify pain points within their journeys. With these insights, you can quickly make an action plan for how to address problem areas \u2014 and prioritise what to fix first.<\/p>\n

With Genesys, your journey analytics are accessible from day one. Team members across your organisation can work from one set of insights to improve customer experiences. There\u2019s no need for extensive training. Your team can start making data-driven decisions that will deliver better results right away.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”2\/3″ offset=”vc_col-lg-offset-2 vc_col-sm-offset-0″][vc_column_text css=””]<\/p>\n

Orchestrate customer experiences with an end-to-end solution<\/h2>\n

Every stage of the customer experience has differing needs, but they\u2019re all a part of the same journey. Deeply understanding your customers both as individuals and a collective takes a variety of tools. With the AI-powered Genesys Cloud\u2122 platform, you can enable world-class customer journeys at scale.<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row r_gutter_size=”gutter-small” equal_height=”yes”][vc_column width=”1\/3″]

Journey analytics<\/h3>\n

Access easy-to-use, near real-time analytics for your customer experience. Then activate those insights across your customer journey, driving your desired KPIs and business outcomes.<\/p>\n<\/div>

<\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Journey orchestration<\/h3>\n

Make every interaction with your brand one your customers will love. Deliver the personalised, relevant support they crave across touchpoints and channels.<\/p>\n<\/div>

<\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Predictive engagement<\/h3>\n

Anticipate your customers\u2019 needs. Provide them with the next-best step in their journey. AI-powered predictive engagement makes it easy to be proactive.<\/p>\n<\/div>

<\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Analytics and reporting<\/h3>\n

Get the actionable insights you need to elevate your customer and employee experiences. Connect real-time and historical data in user-friendly, custom dashboards.<\/p>\n<\/div>

<\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

AI and automation<\/h3>\n

Realise results fast with ready-to-use native AI. Automate routine tasks, personalise customer interactions, and make your customer and employee experience easier.<\/p>\n<\/div>

<\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=”1\/3″]

Security and compliance<\/h3>\n

Rest assured that multiple layers of security protect your data. Stay compliant with complex global regulatory requirements \u2014 even as they change.<\/p>\n<\/div>

<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][vc_row][vc_column]
Explore all capabilities<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-navy” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]

[vc_section][vc_row][vc_column offset=”vc_col-md-offset-1 vc_col-md-10″]

Transform healthcare payor experiences with AI<\/h2>\n

See how AI can streamline processes, lower costs and boost member satisfaction.<\/p>\n<\/div>

Download the ebook<\/div><\/div><\/div>
\"\"<\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-navy” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”2\/3″ offset=”vc_col-lg-offset-2 vc_col-sm-offset-0″][vc_column_text css=””]<\/p>\n

Redefine CX with Genesys Cloud Journey Management<\/h2>\n

Personalising experiences at scale is key to business success in today\u2019s market. Genesys makes it easy to deliver outstanding service.<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Native journey management<\/h3>\n

Easily manage your customer journeys. With Genesys, the need for an additional standalone platform is a thing of the past. You can easily aggregate, measure, monitor and optimise journeys from a single connected interface.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Aggregated interaction data<\/h3>\n

Collect, stitch, enrich and store event data from Genesys Cloud and third-party sources. Instantly access powerful customer journey visualisations, analytics and insights to understand customer behaviour across every interaction.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Holistic journey insights<\/h3>\n

Subpar customer experiences happen, but they shouldn\u2019t be the norm. Take control of your data to identify the root cause of poor customer experiences. Then address those areas of improvement fast with actionable insights.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][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 css=””]<\/p>\n

See what our customers have to say<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/2″]

\"Canadian_Red_Cross_LogoX250\"<\/div>

\u201cWe can reveal the actual paths that donors would take across channels over time, and not just how we wanted them to do it, but the way they actually did.\u201d<\/p>\n

\u2014 Andrew George, Director of Direct and Integrated Marketing, Canadian Red Cross<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/2″]

\"Arvigx300\"<\/div>

\u201cWhat stood out about the Genesys solution was the ease in which you could take visualisation to actionable insights. We wanted something that was quick, and that was Genesys for us.\u201d<\/p>\n

\u2014 Elena Weller, Customer Experience Director, Arvig<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”2\/3″ offset=”vc_col-lg-offset-2 vc_col-sm-offset-0″][vc_column_text css=””]<\/p>\n

Improve results with customer journey orchestration<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]

\"Customer<\/div>

Blog<\/p>

Customer journey management: The comprehensive guide<\/h3>

\u00a0\r\nCustomer journey management is a proven approach to delivering the seamless experiences your customers demand. Today,...<\/p><\/div>

<\/div><\/div><\/div><\/div><\/a><\/div>
\"Cx<\/div>

Report<\/p>

Customer Experience Horizons<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div>
\"Personalized<\/div>

Blog<\/p>

Unlocking the Secrets of Personalised Customer Journeys<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div>
\"Resource<\/div>

Report<\/p>

2024 Gartner\u00ae Magic Quadrant\u2122 for Contact Centre as a Service<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][vc_row background_color=”bgc-lgray” content_placement=”middle” el_class=”form-card” el_id=”demo”][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Create experiences customers will love<\/h2>\n

When it comes to customer journey optimisation, every event matters. Connecting these interactions to fully understand their holistic user experience with your company is critical in earning their loyalty.<\/p>\n

Genesys Cloud harmonises disparate data and breaks down silos. With our customer journey analytics, you can gain insights that enable you to orchestrate experiences your customers will love. Request a demo today to learn how.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″]

Welcome back<\/span> <\/span> <\/span><\/span><\/p>

Not You?<\/a><\/p>\n

\n \n
\n
\n \n
\n \n
\n \n
\n \n
\n \n
\n \n
\n \n