At Xperience 2024, Genesys, a global cloud leader in AI-powered experience orchestration, announced the availability of native journey management capabilities for the Genesys Cloud™ platform that seamlessly works alongside Genesys Cloud AI helping organisations ensure every customer interaction is continuously optimised. With Genesys Cloud Journey Management, organisations can build, monitor and visualise customer interactions as they shop, buy and get service, and then use those insights to maximise the impact of Genesys Cloud AI through improved automation, prediction and conversational intelligence. New levels of understanding and control allow organisations to better orchestrate customer journeys for more personalised end-to-end experiences.
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Today’s consumers set high expectations for every interaction with a brand, and they won’t hesitate to take their business elsewhere after a poor experience. Yet, most contact centres still rely on traditional metrics like average handle time, first-contact resolution and others to measure the health of their customer experiences. While important, these metrics are only one chapter in the complete story of a customer’s entire journey.
According to Gartner®i, “Investing in customer journey analytics and orchestration (CJA/O) is critical for customer service and support technology leaders aiming to simplify complex customer journeys and improve service experiences.
“Our native journey management capabilities further deepen the AI-powered experience orchestration engine of Genesys Cloud,” said Olivier Jouve, chief product officer at Genesys. “With this release, every organisation can now harness deeper insights about their customers’ journeys, giving them new levels of visibility and control to continually deliver the personalised, end-to-end experiences that drive business growth.”
Discover What’s New with Genesys Cloud Journey Management
Journey Flows and Journey Analyzer are now embedded within Genesys Cloud, enabling organisations to start uncovering insights from their existing customer data with no extra configuration required. This gives organisations instant access to powerful customer journey visualisations, analytics and insights to bring their customer behaviour to life across every interaction. Businesses can pinpoint where customers are switching channels, repeating actions or successfully achieving their intended goals. Organisations can now use Journey Flows and Journey Analyzer to:
- Visualise customer behaviour to identify opportunities for improvement.
- Centralise customer and employee data processing through a single unified view of customers and employees.
- Enhance analytics by using the same dataset as routing, schedules, forecasting and machine learning.
- Connect events together, such as identifying customers who call back a day after a digital interaction or customers who choose not to interact with bots.
How Genesys Cloud Journey Management and Genesys Cloud AI Work Together
Journey management is integral to delivering AI-powered experience orchestration, and Genesys Cloud Journey Management and Genesys Cloud AI are complementary technologies that enhance one another. Genesys Cloud AI generates crucial data that the journey management technology relies on for visualising and analysing customer behaviour. Insights from Genesys Cloud Journey Management are then used by the platform’s AI to continually enhance its training, knowledge and data in a range of ways, such as:
- Identifying where and when to create new self-service and virtual agent interactions to better address customer behavioural patterns.
- Improving conversational AI models through greater understanding of customer intents and closing knowledge database gaps to ensure effectiveness.
- Leveraging insights to boost predictive capabilities to deliver the next best action to customers and more accurate routing to the right resource based on their individual needs.
By bringing together Genesys Cloud AI and Genesys Cloud Journey Management, the company is laying the groundwork to help organisations better understand the root causes of successful and unsuccessful experiences and receive timely alerts when there are unexpected changes in journey performance. This paves the way for business leaders to address challenges more effectively, armed with sharper insights and faster responses.
Availability
Journey Flows is now available and included with any Genesys Cloud CX® license, while Journey Analyzer is currently offered under limited availability. These capabilities mark the first phase of native journey management for the Genesys Cloud platform with more expansion expected this year.
What the Industry Is Saying About Genesys Cloud Journey Management
- “We’re the leading managed vacation and holiday resort businesses in Europe because of our commitment to delighting our guests and owners by delivering great customer experiences,” said Neil Jones, voice communications lead, Awaze. “Using Genesys Cloud Journey Management for just a short time showed us how we can use journey analytics to help fine-tune our approach to CX. The ability to see into our flows and visualise customer behaviour interactively in the same platform where we design and build experiences helps us to instantly apply this insight to optimise every touchpoint for the best customer outcome.”
- “Journey management capabilities have long been a holy grail for companies seeking to understand how best to service their customers and prospects. To date, these capabilities have required complex and expensive add-ons, which only the largest companies deployed,” said Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics. “With journey management now natively available in Genesys Cloud, more businesses will be well-positioned for a future where AI-driven service experiences will dominate, requiring them to continually optimise their knowledge, data and training to fuel positive, loyalty-building engagement with their customers.”
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