Upload
others
View
6
Download
0
Embed Size (px)
Citation preview
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