Uncover Customer Insights and Optimize Experiences
Understanding the Modern Customer
Toimprovecustomerexperience,youfirstneed tounderstandwhat’sgoingwrong—andwhere. Butthat’snearlyimpossiblewhenyourcustomer datalivesinsilos:back-endsystemslikedatalakes andwarehouses,andfront-endtoolslikeCRMs,BI dashboards,andwebanalytics.Thisfragmented viewhidesthefullcustomerjourney,especially post-purchase—whenseamless,personalized engagementmattersmost.
Youcouldtrymanuallypiecingtogethercustomer journeys,butit’sinefficient,error-proneand consumestimeandresourcesyoucould otherwisespendonstrategicinitiatives.Andyou stillwon’tgainacomprehensiveunderstandingof thecustomerexperience,letaloneidentifycrucial touchpointsforpersonalizationandoptimization. You’llcontinuetomisssigniicantopportunities topersonalizeinteractions,refinecustomer touchpoints,andachievemorefavorable outcomes Asaresult,yourcustomersarelikely overwhelmedbyexcessiveandirrelevant communications,causingthemtodisengageand failtoactuponessentialmessages.
79%
How can you overcome these challenges and truly understand your customer journeys?
ofCXleadersfinditchallenging toanalyzeandmakesenseof customerdatatogaininsights aboutcustomerbehaviors
Journeyanalyticsgivesyouacompleteviewofcustomerbehavior—so youcanspotopportunities,fixfrictionpoints,andimproveoutcomes. Ithelpsyoumap,analyze,andoptimizeinteractionsacrossall channelswithoutditchingthetoolsyou’vealreadyinvestedin.By connectingthedatafromyourexistingsystems,yougetthe fullpictureyouneedtocreateexperiencesthattrulyresonate.
Core Capabilities
Journey Discovery Analytics:
Gain a comprehensive understanding of actual customer behavior across all channels, going beyond predefined journeys to reveal unexpected interactions and pain points. This helps you identify hidden friction and opportunities for optimization. By capturing interactions across all touchpoints, you gain visibility into moments where customers struggle, abandon processes, or require additional support—insights that predefined journey mapping often misses.
Communication
Results Analytics:
Monitor communication effectiveness and analyze how customers respond to different types of communications with visibility into disposition metrics. Categorize communications by type and display customer response actions to continuously refine messaging and channel strategies.
ROI & Business
Impact Analytics:
Prove the financial value of customer experience enhancements by linking improvements made within the analytics solution to key business metrics. With out-of-the-box as well as fully customizable dashboards, you can track customer experience improvements correlated with business metrics This evidence helps you justify further investment in customer experience initiatives.
Why Use CSG Xponent for Journey Analytics?
CSG customers using journey analytics have experienced:
Fast time to value.
By using journey analytics to spot issues in the loan application process, a national life insurance company uncovered key insights in just two weeks—and turned more leads into paying customers.
Reduced call volumes.
A consumer financial services company uses journey analytics to identify repeat callers, determine why they’re calling and pinpoint the best time and method to contact them to resolve their issues.
Incremental sales success.
By using journey analytics to identify friction points in the customer application journey, a U.S. bank increased customer sign-ups for an investment tool by 14%.
Being able to consolidate data sources is something that many claim but few truly achieve, we were able to achieve that because of CSG Xponent. This comes with instantaneous impact to the business as we see in real time how actions taken directly impact customer behavior.
CSG Reference Customer
Are you ready to begin improving customer experiences with journey analytics?
Click here to learn more.
