Indiana Jones andJourney Analytics

Dig for Hidden Treasures in your Customer Journey Data

Dipali Mehta and Graeme Provan

I’m looking at

millions of dollars

of savings

Four Phases:• Gathering• Connecting• Visualizing• Acting

Can you help me convert 1%

of my voice traffic to digital

with Journey Analytics?

Need for Journey Analytics

WHY DO JOURNEYS MATTER?

#1 44% 72%

Source: Dimension Data, 2017 Global Contact Center Benchmarking Report

Top trend to transform

customer experiencesTrack customer journeys

with automated processesFail to collect data to review

& optimize journey patterns

Connected Omnichannel Journeys is the #1 Industry Trend in 2017

BENEFITS

20%Reduction in

churn

20%Growth in

CSAT

15%

Companies focused on the end-to-end journey perform better

Reduction in

cost-to-serve

Source: McKinsey & Co

ANALYZE JOURNEYS IN THE CONTEXT OF BUSINESS

Is your existing journey

mapping effective?

Why?

Which journeys

cost the most?

Why?

Where are customers

abandoning journeys?

Why?

Which actions nudge

towards successful

outcomes?

• Just curious

• Researching viability

• Building a business case

• Already have Journey Analytics

WHERE ARE YOU IN YOUR

JOURNEY?

Disneyland Journey

Outcome

Traffic flows

Paths

Stages

Moments

AGGREGATE JOURNEYS

Optimizing Mortgage Journeys at Gbank

Contact center struggles

with increasing voice traffic

Initial investigation using

traditional tools

Turn to Journey Analytics

Confidential and Proprietary

Consult business analyst

Lack of detailed journey context

9 steps and 80 days to purchase

Trends over last 3 months

Demo

AGGREGATE JOURNEYS

Optimizing Mortgage Journeys at Gbank

Contact center struggles

with increasing voice traffic

Initial investigation using

traditional tools

Turn to Journey Analytics

Journey Analytics provides

analysis and insights

Report findings

Confidential and Proprietary

Consult business analyst

Lack of detailed journey context

9 steps and 80 days to purchase

Trends over last 3 months

Analyze journeys

to understand contributing factors

Implement recommendations

at point of engagement

Chat initiated; Tina accepts

Tina has been visiting

Gbank’s website researching

mortgage information

Chat routed to the most

qualified agent; Tina receives

help with her loan application

Loan application is submitted

and processed

Loan application is approved

Follows Tina on her

mortgage journey and offers chat

Routes to the predicted best agent

Agent views detailed journey

and starts co-browse

Application is processed and

mobile notifications enabled

Feedback requested

Digging for treasure

DESKTOP

VISUALIZE JOURNEYS ON DESKTOP

JOURNEY DATA FOR THE DATA ECONOMY

CUSTOMER KPI BY JOURNEY STAGE

CUSTOMER JOURNEYS

CUSTOMER REVENUE

LEAD TRENDS BY STAGE AND REVENUE

Are about nudging customers to the next best journey moment

EXCEPTIONAL CUSTOMER JOURNEYS

Nu

dge

THE “ZERO” MOMENT OF TRUTH

• Journey discovery and visualization

• Agent desktop journey views with recommendations

• Nudging customers from voice to digital

• Other

WHICH USE CASE IS THE MOST

VALUABLE TO YOUR BUSINESS?

Audience Participation

SUMMARY

Nudge journeys towards desired outcome with next best action at point of engagement

Individual and aggregate journey views with journey data for analysis

Complete context with data from Genesys and non-Genesys sources

Next steps

Before riding off into the sunset:

• Visit the demo booth: Business Optimization – Analytics

• Join our Early Adopter Program

• Request a demo on our website