Journey Analytics & Orchestration

Journey Analytics & Orchestration

Create, manage, and monitor CX initiatives through industry leading journey analytics and orchestration. Customer journeys are constantly evolving. Use critical customer insights and business KPIs to gain a clear picture of every touchpoint along the journey. By measuring the impact of your CX initiatives and tying operational and financial data to journey performance, you can validate the improvements you are making to business executives.

Use the intelligence from your journey analytics to orchestrate the customer’s experience. Use experience orchestration (XO) software to decide what actions to take, A/B test, and simulate the impact of new initiatives – all with minimal risk and expense. Reduce churn, boost revenue, and maximize customer loyalty by innovating on the Moments of Truth that matter most to your customers.

Customers Give Feedback Every Day. Most Brands Just Aren’t Listening.

After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains.

This despite organizations focusing on and investing more in CX than ever before.

SuperOffice’s survey of 1,920 business professionals shows that 46% say CX is their top priority in the coming year, beating out pricing or product. Consulting.us quoted a North Highland survey of 700 senior US and UK business leaders in companies with more than $1 billion in annual revenue that found CX to be the top strategic priority for driving growth in 2020.

So, what gives? How can so many companies be focused on improving the customer experience, yet customer satisfaction continues to decline? Read more

A Journey of One: The Future of CX

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business.

Also, as a whole, we’re an optimistic lot. We believe, with the right systems in place, that individual frontline workers can provide an anticipatory experience that will delight customers and create the better outcomes we strive for.

It’s a laudable belief, and there are even times when it works. Read more

ICYMI, Part 1: 2021 Tech Roundup

Last week, I posted my prediction that 2022 will be The Year of Data Integration.

So this week, as we prepare to tie a bow on 2021, I want to draw your attention to a handful of posts from earlier this year by Heart of the Customer CTO Shawn Phillips.

They offer insights on CX technology (current state and what’s to come) and provide background and context for my prediction. Read more

2022: The Year of Data Integration

Late last year, I predicted that 2021 would be The Year of Data. And while it’s against my nature to say I told you so…boy, did I nail that one!

(That said, I also forecasted that Mall of America wouldn’t last five years, so my predictions aren’t always that good.)

My 2021 prediction stemmed from our 2020 research, which showed that leading CX programs were analyzing the behavioral, operational, and financial data in journeys to discover what customers were actually doing; the business’s behaviors that impacted the customer; and the financial outcomes that resulted from the interaction of those two factors. Read more

Execs: It’s Time to Raise Your Expectations!

As I wrote previously, the jostling in the customer experience (CX) technology marketplace over the summer saw Kitewheel purchased by CSG, Usermind purchased by Qualtrics, and Medallia taken private by Thoma Bravo. Then Qualtrics bought Clarabridge, too.

Earlier this month, Genesys acquired Pointillist and Exceed.ai.

And there’s likely more to come.

All that activity might have escaped your notice, but that doesn’t mean you’ll escape the ramifications.

So what do these developments mean for you? Opportunity, if you play your cards right; danger, if you sit out this hand. Read more

Tech Innovations Will Raise Expectations

The jostling we’ve seen in the CX tech marketplace over the past few weeks ― and discussed in previous posts ― is going to impact more than just the SaaS (software as a service) companies in play.

It’s going to impact you…and the way CX is practiced going forward.

This slew of recent transactions (such as CSG’s purchase of Kitewheel), will spur innovation and consolidation that will result in broad, new enterprise experience platforms. These offerings will pack a powerful punch by combining previously disconnected technologies and capabilities, such as journey mapping, analytics, and orchestration. Read more

The Year of CX Data Shifts Into Overdrive

Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape.

Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected.

This pivotal moment in CX history makes designing compelling journeys that deliver an emotional outcome to earn your customer’s loyalty more efficient and cost-effective than ever before. Technological capabilities have advanced to the point where we can cover all the key Xs – EX (employees), CX (customers), and UX (users) – to deliver an optimized outcome for both the company and the customer. Read more

A New Era for Journey Orchestration

Journey orchestration is the ability to deliberately create individual journeys for customers based on your data, sending the right messages at the right time to the right customer.

Platforms from Salesforce, Adobe, and others incorporate this capability into their platforms, and third-party offerings from Thunderhead, Kitewheel, Usermind, and Pointillist work across systems, without having to put everything into your CRM.

It still surprises me how slowly the marketplace has grown since Heart of the Customer first began offering journey orchestration capabilities almost two years ago. According to Owler, the four cross-platform companies I named above have a combined estimated revenue of less than $50 million.

Read more

Orchestrate…or Risk Becoming Irrelevant

Customer experience (CX) is about more than surveys.

CX is about understanding customers through operational and financial metrics, reaching into each individual’s journey, and making a difference.

So now might be a good time to ask for a raise, because you’re going to be doing a lot more!

Leaders in the CX space are spending money consolidating disconnected CX technologies into enterprise experience platforms. Your job as a CX leader is to lean in and take advantage of the upward momentum, and spread the reach of what CX is all about in your company. Read more

Turn Your Dashboards Up to 11

Does it take you five hours to update your customer health dashboard, only to have three people barely glance at it?

Worse yet, did someone else send out an Excel report that everyone read instead, even though you have a dashboard for their use?

In other words, is your dashboard on mute? Read below for three ideas related to dashboards that you might not have considered. Read more