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Submission: On October 24 via manual from AU — Scanned from AU
Effective URL: https://www.genesys.com/capabilities/customer-journey-management
Submission: On October 24 via manual from AU — Scanned from AU
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* Solutions Solutions Capabilities Industries AI-Powered Experience Orchestration Explore prebuilt solutions Genesys Cloud CX Deliver personalized experiences at scale with an all-in-one contact center. Genesys Cloud EX Drive employee efficiency in your contact center and beyond with a WEM standalone solution. AppFoundry® Marketplace Extend the Genesys Cloud platform with pre‑integrated apps. Extend and build Dev Tools and Public APIs Cloud architecture Security and trust Global availability Integrations Deliver end-to-end personalized experiences at scale Purpose-built AI Realize value faster with AI that’s easy to deploy, control and optimize. Seamlessly connect on digital and social Personalize engagement on any channel with humans and AI-powered bots. Future-ready contact center Optimize with intelligent automation and embedded AI that delivers value from day one. Open CX platform and cloud architecture Innovate continuously, scale globally, and build any experience. End-to-end journey management Connect data silos to orchestrate and optimize customer and employee experiences. Workforce engagement management Unlock employee potential with built-in AI that simplifies management and drives impact and retention. Trusted across industries Banking Build trust and loyalty with seamless banking experiences across channels — every time. Healthcare Create secure, connected patient experiences that transform their care at scale. Retail Personalize every shopping experience with scalable retail support your customers can count on. Insurance Keep up with policyholder demands across channels using an AI-powered technology platform. Government Deliver secure, trusted digital government services that exceed customer expectations. More industries Discover how companies across industries achieve their specific goals with Genesys. Your company and Genesys Discover how pioneering organizations are reshaping the landscape of customer experience. Get ebook * Customers Redefine your success standards Leading brands worldwide are making customer experience a competitive differentiator with Genesys. Customer stories Succeed and grow Customer success Professional services Product support Training and certification Connect and engage Customer communities Advocacy program Developer center Latest story See how Modivcare saved over $17M since implementing a digital-first strategy. Read more * Partners Ascend to new heights with our partners Genesys delivers an ecosystem of world-class partners and alliances that enable businesses to achieve their unique goals. See partners Explore our partners Strategic alliances AppFoundry® Marketplace Find a partner Partner with Genesys Become a partner Partner programs Partner portal Partnership in action Genesys receives 5-star award in the 2024 CRN Partner Program. Learn more * Resources Get the resources you need Discover the latest research, reports and resources to orchestrate more connected experiences. All resources Explore Reports and guides Demos and videos Webinars and events Blogs Podcasts Learn Training and certification Product knowledge Development Trending Explore customer experience in the age of AI. Move beyond the hype and see how AI can work for you. Get the report * Company A great partner, a great place to work Your company is in the experience business — even if you don't know it yet. Discover how an empathy-first approach is the key to lasting success with customers, employees, partners and more. More about Genesys Why Genesys Our vision Sustainability Awards and recognition Who we are About us News Careers Leadership Recent Genesys named a Leader in the 2023 Gartner® Magic Quadrant™ for Contact Center as a Service Read more * Log in * Search * Get started Start exploring Genesys today Let's chat. Connect with an expert to explore our product or ask questions. Contact Genesys Try now Product tours Product demo Compare value Pricing and plans Get a quote × OPTIMIZE YOUR CX WITH CUSTOMER JOURNEY MANAGEMENT Enhance visibility and insights across customer interactions Request a demo CONNECT YOUR CUSTOMER INTERACTIONS INTO A HOLISTIC JOURNEY 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’s easy to access and visualize. With Genesys, you get the tools you need to support every step of journey analysis and improvement. UNIFY YOUR CUSTOMER JOURNEY DATA 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’s automatically ready for analysis. RAPIDLY UNCOVER JOURNEY INSIGHTS Enable analysts and business users with next-generation journey analytics. Give them visibility into customer behavior to better measure, monitor and optimize journeys — and reach their business goals. TRANSFORM INSIGHTS INTO ORCHESTRATED JOURNEYS Analyze 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. EXCEED YOUR CUSTOMERS’ EXPECTATIONS WITH OPTIMIZED JOURNEYS Customer journey management is only possible when customer profile and event-based data is organized into a single unified data model that’s accessible across your company. With the right foundation, you can gain visibility into your customers’ lived experiences. Then, you can analyze those experiences to see what’s working and what isn’t. These insights will enable your team to deliver exceptional experiences — every time. GET ANALYTICS-READY DATA FROM THE START 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 centralized, analysis-ready data model. Journey management capabilities are natively integrated within the platform. You can immediately access real-time, behavioral 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. UNDERSTAND REAL-WORLD CUSTOMER BEHAVIOR AT SCALE Journey management provides deep interaction insights. With Genesys, you can visualize and understand the entirety of the customer’s 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. But simply understanding one customer’s journey isn’t enough. Genesys takes it a step further. We deliver an aggregate view of your entire customer base. With it, you can understand and analyze trends across your organization, and rapidly decide how to take action. CONFIDENTLY DRIVE IMPROVEMENTS WITH JOURNEY ANALYSIS INSIGHTS 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 visualize customer behavior and identify pain points within their journeys. With these insights, you can quickly make an action plan for how to address problem areas — and prioritize what to fix first. With Genesys, your journey analytics are accessible from day one. Team members across your organization can work from one set of insights to improve customer experiences. There’s no need for extensive training. Your team can start making data-driven decisions that will deliver better results right away. ORCHESTRATE CUSTOMER EXPERIENCES WITH AN END-TO-END SOLUTION Every stage of the customer experience has differing needs, but they’re 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™ platform, you can enable world-class customer journeys at scale. JOURNEY ANALYTICS 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. → JOURNEY ORCHESTRATION Make every interaction with your brand one your customers will love. Deliver the personalized, relevant support they crave across touchpoints and channels. → PREDICTIVE ENGAGEMENT Anticipate your customers’ needs. Provide them with the next-best step in their journey. AI-powered predictive engagement makes it easy to be proactive. → ANALYTICS AND REPORTING Get the actionable insights you need to elevate your customer and employee experiences. Connect real-time and historical data in user-friendly, custom dashboards. → AI AND AUTOMATION Realize results fast with ready-to-use native AI. Automate routine tasks, personalize customer interactions, and make your customer and employee experience easier. → SECURITY AND COMPLIANCE Rest assured that multiple layers of security protect your data. Stay compliant with complex global regulatory requirements — even as they change. → Explore all capabilities REDEFINE CX WITH GENESYS CLOUD JOURNEY MANAGEMENT Personalizing experiences at scale is key to business success in today’s market. Genesys makes it easy to deliver outstanding service. NATIVE JOURNEY MANAGEMENT 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 optimize journeys from a single connected interface. AGGREGATED INTERACTION DATA Collect, stitch, enrich and store event data from Genesys Cloud and third-party sources. Instantly access powerful customer journey visualizations, analytics and insights to understand customer behavior across every interaction. HOLISTIC JOURNEY INSIGHTS Subpar customer experiences happen, but they shouldn’t 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. SEE WHAT OUR CUSTOMERS HAVE TO SAY “We 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.” — Andrew George, Director of Direct and Integrated Marketing, Canadian Red Cross “What stood out about the Genesys solution was the ease in which you could take visualization to actionable insights. We wanted something that was quick, and that was Genesys for us.” — Elena Weller, Customer Experience Director, Arvig IMPROVE RESULTS WITH CUSTOMER JOURNEY ORCHESTRATION CUSTOMER JOURNEY MANAGEMENT: THE COMPREHENSIVE GUIDE Read the blog CUSTOMER EXPERIENCE HORIZONS See the research UNLOCKING THE SECRETS OF PERSONALIZED CUSTOMER JOURNEYS Read the blog 2023 GARTNER® MAGIC QUADRANT™ FOR CONTACT CENTER AS A SERVICE Read the report CREATE EXPERIENCES CUSTOMERS WILL LOVE When it comes to customer journey optimization, every event matters. Connecting these interactions to fully understand their holistic user experience with your company is critical in earning their loyalty. Genesys Cloud harmonizes 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. Welcome back Not You? Oops! We have your personal email. LevelC-LevelVPDirectorManagerPrincipalEngineer / ArchitectConsultantAnalystPartnerStaffUnknownFunctionClaimsCollectionsContact Center ManagementCustomer ExperienceCustomer ServiceEcommerce/Digital ChannelsFinanceHuman ResourcesInfluencerInformation TechnologyIT ArchitectureIT InfrastructureIVRMarketingOperations / Process ManagementProduction ManagementPurchasingSalesUnknownState/ProvinceIndustryBankingBusiness ServicesCapital MarketsCommunicationsConsumer ProductsDefense & IntelligenceEducation & Non-ProfitEnergy & UtilitiesEntertainmentGovernmentInsuranceLife SciencesLogisticsManufacturingPayorsProvidersRetailersTechnologyTravel & HospitalityRetail BankingOtherLevel of InterestJust researchingGathering business requirementsComparing solutionsReady for a conversationNumber of Agent Seats1-2021-5051-100101-300301-500501-1000>1000No Contact CenterDon't Know Yes. Keep me informed via email or telephone regarding Genesys information. I would like someone to reach out to me By providing your information, you agree to our privacy policy. Thank you for your interest. We’ll contact you directly to set up a date and time that works with your schedule. FREQUENTLY ASKED QUESTIONS WHAT MAKES CUSTOMER JOURNEY MANAGEMENT ESSENTIAL? Customer journey management provides a comprehensive view of the customer experience. With it, you can understand and visualize every customer interaction. Then you can understand their experience, identify areas of improvement and address them. This approach helps improve the overall customer experience, increase satisfaction rates and foster loyalty. You can even inform business strategies and operations with customer needs and expectations. By taking these steps, you can expect to drive revenue growth and competitive advantage. HOW LONG BEFORE I SEE RESULTS FROM IMPLEMENTING THESE STRATEGIES? Historically, getting customer journey data ready for analysis would have required the use of professional services. This preparation would have added six months to journey analysis projects. With Genesys Cloud Journey Management, you can start analyzing your customer journeys within 24 hours of purchasing. You can create simple insights in minutes, then use those insights to start identifying and proposing ways to improve in a matter of hours. The complexity of your journeys, the availability of event sources (data) and the required changes should be factored into your timeline. Journeys are never static so once you achieve your desired results, it’s important to keep monitoring and refining your strategy to ensure ongoing improvement. IS IT POSSIBLE TO CUSTOMIZE SERVICES BASED ON SPECIFIC INDUSTRY NEEDS? Every industry has unique needs. By customizing your customer journey solution, you can target your specific goals and requirements. This is true for retail, healthcare, finance and any other sector. Some examples of customizations you could make include tailored messages, optimizing touchpoints or even making sure your analytics are built in a way that works for your company. Whatever it looks like, customizing your approach to customer journey management will help ensure your strategies stay relevant and meet your business goals. WHAT ARE THE FIRST STEPS TO TAKE TOWARD IMPROVED CUSTOMER JOURNEY MANAGEMENT? You should begin by mapping every step of your current customer journey. Doing this enables you to visualize the full extent of your customer touchpoints and interactions. You’ll be able to define the flow of your customer journey and spot areas for improvement. Next, you need to gather data that will help you pinpoint pain points and gaps in your customer experience. Use this data to decide what you goals want to achieve with your customer journey management efforts. Then you should implement the right technology, such as customer journey analytics tools, to track and analyze future interactions in real time. Lastly, you should focus on fostering a customer-centric culture within your organization. This means ensuring your employees have the data, tools and support they need to serve your customers. By providing these things, you can better ensure that everyone is aligned with your customer journey goals. HOW DO YOU MEASURE THE SUCCESS OF CUSTOMER JOURNEY MANAGEMENT INITIATIVES? It all starts with tracking various key performance indicators (KPIs), including, but not limited to: * Customer satisfaction scores * Net Promoter Score (NPS) * Customer retention rates * Revenue growth Other important metrics include average resolution time, customer referral rate and engagement levels across touchpoints. Each of these metrics provide important customer engagement and satisfaction indicators. By regularly reviewing these KPIs you can assess how effective your customer journey management strategies are. WHAT IS A CUSTOMER JOURNEY MANAGEMENT PLATFORM? A customer journey management platform is a comprehensive technology solution. It is designed to help businesses plan, execute and monitor customer interactions across various channels. These platforms provide tools for mapping customer journeys, analyzing customer data and identifying opportunities for improvement. They help businesses deliver consistent and personalized experiences by integrating digital and voice customer touchpoints across channels. They often include real-time analytics, customer segmentation and automation features. With the right platform, businesses can gain deeper insights into customer behavior and preferences, allowing for more informed decision-making and better customer experiences. WHAT IS A CUSTOMER JOURNEY FRAMEWORK? A customer journey framework outlines the stages and touchpoints a customer encounters when interacting with a brand. This encompasses awareness, consideration, purchase, retention and advocacy. This information helps develop targeted strategies that enhance customer satisfaction and loyalty. Businesses that use a framework can analyze and understand the customer experience at each stage, identifying key interactions and emotional responses. They can also pinpoint areas for improvement, design more effective touchpoints and ensure a seamless and cohesive experience throughout the customer lifecycle. WHAT IS AN OMNICHANNEL CUSTOMER JOURNEY? An omnichannel customer journey refers to the experience of customers interacting with a brand across multiple channels. This could include a brand’s website, mobile app, social media channels and more. The journey should be a seamless and integrated experience no matter the channel. An omnichannel journey should provide customers with consistent service quality regardless of the channel. And as customers switch between channels, their experience should continue without interruption. All context from the previous channel should be transferred, enabling the customer to have a better experience. An effective omnichannel strategy leverages data from all channels to provide personalized and relevant interactions. By doing this, brands can build stronger relationships and drive lasting loyalty. WHAT IS THE DIFFERENCE BETWEEN CX AND CUSTOMER JOURNEY? Customer experience (CX) and the customer journey are distinct concepts. CX encompasses the cumulative perception a customer has of a brand based on all their interactions and experiences. Service quality, product satisfaction, emotional connection and more all influence CX. The customer journey refers to the specific path a person takes when interacting with a brand. It focuses on the detailed steps and interactions that shape the customer’s experience. While the customer journey provides a granular view of customer interactions, CX is the broader outcome of these interactions. Understanding both concepts is key to designing strategies that enhance the overall customer relationship. +1.888.436.3797 Contact us * Glossary * Professional Services * Support * Select Region * Global Offices * Site Map * Blog Products * Genesys Cloud * System Status * All capabilities Company * Newsroom * Sustainability * Leadership * Community * Careers * Legal About Genesys Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Copyright © 2024 Genesys. All rights reserved. Terms of Use | Privacy Policy | Email Subscription | Accessibility Plan & Feedback | Cookie Settings