Indiana Jones and Journey Analytics
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- Ami Shaw
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2 Indiana Jones and Journey Analytics Dig for Hidden Treasures in your Customer Journey Data Noelia Romanillos and Graeme Provan
3 I m looking at millions of dollars of savings
4 Can you help me convert 1% of my voice traffic to digital with Journey Analytics? Four Phases: Gathering Connecting Visualizing Acting
5 Need for Journey Analytics
6 Why do journeys matter? #1 44% 72% Top trend to transform customer experiences Track customer journeys with automated processes Fail to collect data to review & optimize journey patterns Connected Omnichannel Journeys is the #1 Industry Trend in 2017 Source: Dimension Data, 2017 Global Contact Center Benchmarking Report
7 Benefits 15% Reduction in cost-to-serve 20% Reduction in churn 20% Growth in CSAT Companies focused on the end-to-end journey perform better Source: McKinsey & Co
8 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?
9 Just curious WHERE ARE YOU IN YOUR JOURNEY? Researching viability Building a business case Already have Journey Analytics
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11 Traffic flows Outcome Disneyland Journey
12 Paths
13 Stages Moments
14 AGGREGATE JOURNEYS Optimizing Mortgage Journeys at Gbank Contact center struggles with increasing voice traffic Consult business analyst Initial investigation using traditional tools Lack of detailed journey context Turn to Journey Analytics 9 steps and 75 days to purchase Trends over last 3 months Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
15 Demo
16 AGGREGATE JOURNEYS Optimizing Mortgage Journeys at Gbank Contact center struggles with increasing voice traffic Consult business analyst Initial investigation using traditional tools Lack of detailed journey context 9 steps and 80 days Turn to Journey Analytics Trends over last 3 months Journey Analytics provides analysis and insights Analyze journeys to understand contributing factors Report findings Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. Implement recommendations at point of engagement
17 Tina has been visiting Gbank s website researching mortgage information Follows Tina on her mortgage journey and offers chat Chat initiated; Tina accepts Routes to the predicted best agent Chat routed to the most qualified agent; Tina receives help with her loan application Agent views detailed journey and starts co-browse Loan application is submitted and processed Application is processed and mobile notifications enabled Loan application is approved Feedback requested
18 Audience Participation
19 Digging for treasure
20 DESKTOP
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22 JOURNEY DATA FOR THE DATA ECONOMY CUSTOMER JOURNEYS CUSTOMER KPI BY JOURNEY STAGE CUSTOMER REVENUE LEAD TRENDS BY STAGE AND REVENUE
23 Nudge EXCEPTIONAL CUSTOMER JOURNEYS Are about nudging customers to the next best journey moment
24 THE ZERO MOMENT OF TRUTH
25 WHICH USE CASE IS THE MOST VALUABLE TO YOUR BUSINESS? Journey discovery and visualization Agent desktop journey views with recommendations Moving customers from voice to digital Other
26 YOU DO NOT FOLLOW MAPS TO BURIED TREASURE AND "X" NEVER, EVER, MARKS THE SPOT
27 Audience Participation
28 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
29 DON T GET LOST IN YOUR CUSTOMER JOURNEYS: Visit the demo booth: Business Optimization Analytics Join our Early Adopter Program Request a demo on our website And start to dig for hidden treasures in your customer journey data
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31 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
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