Customer Journey

Question 1

What are the KPI’s for Customer Journey

Answer 1

Self-service channel containment
Customer effort
Customer retention
Customer satisfaction and loyalty

Question 2

What are the Customer Journey Buyer Personas

Answer 2

S/VP of Customer Success / S/VP of Customer Experience/Journey / CXO –Customer Experience Officer / CMO –Chief Marketing Officer / S/VP Customer Care / S/VP Contact Center Operations / S/VP Sales / CRO –Chief Revenue Officer / IVR Executive Manager / IVR Analyst, IT Analyst / Channel Owners

Question 3

What are Business Challenges of Customer Journey

Answer 3

Improve customer churn / Improve CX / Improve CSAT

Question 4

What is Customer Journey Key capabilities

Answer 4

• Connect different type of interactions a single customer journey
• Find journeys that cause a negative customer experience
• Identify self-service channels
• Cloud–based -Easy implementation and fast adoption.”

Question 5

What are Customer Journey Disco Q’s

Answer 5

How do you know the customers journey?

How well do you understand if the customer’s problem begins earlier journey?

How do you know which journeys lead to customer churn.

How do you measure customer effort?

Question 6

What is our Customer Journey Differentiators

Answer 6

AI analytics to uncover problematic journeys

Time to ROI - Solution is ready to deploy vs built from scratch

Gives context to each interaction understanding every element of the journey.

Question 7

Who are our Customer Journey Competitors?

Answer 7

Pointillist / Clarabridge / BryterCX / Internal IT

Question 8

What is a Customer Journey Success Story

Answer 8

Western Union - easier payment experience for customers on traditional & digital channels