How to Manage Rapidly Changing Contact Center Demands with Customer Journey Analytics

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How to Manage Rapidly Changing Contact Center
Demands with Customer Journey Analytics
Chris Field
Director of Solutions Architecture
Pointillist
®

®
@PointillistView
About the Speaker
Chris Field
Director of Solutions Architecture, Pointillist
Chris works with leading CX, analytics and marketing teams
to solve real-world problems using customer journey
analytics. He specializes in the use of analytics across a
diverse set of industries, including financial services,
telecommunications and defense. Chris is a member of the
National honors Societies for Mathematics, Engineering, and
Electrical Engineering. He has a bachelors in Electrical
Engineering from the University of Maine, and a Masters in
Financial Engineering from NYU.

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@PointillistView
Agenda
What is customer journey management and analytics?
Live Demo
Getting Started
Q&A Session
1
2
3
4

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@PointillistView
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Elimination of physical channel
Forced digital transformation
Truckroll & service visit disruption
Rapidly changing customer behavior is aggravating
existing challenges
Economic concerns & pressures
Remote workforce
Contact center volume & demands
Supply chain & shipping disruption

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@PointillistView
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Increased need of urgent assistance
+
Higher call volume
+
Fewer agents
+
Longer wait times
= High costs and poor customer
experience

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@PointillistView
“Across industries, performance
on journeys is substantially more
strongly correlated with
customer satisfaction than
performance on touchpoints—
and performance on journeys is
significantly more strongly
correlated with business
outcomes such as revenue,
churn, and repeat purchase.”
“The key unit of experience management [has]
shifted to the customer “episode”… By managing
episodes directly, companies gain a view of the
whole experience rather than just the pieces of
the internal process.”
Leading Companies Are Embracing Journey Management
®
“CX pros must measure whether customer journeys are
successful, to more effectively prioritize CX improvement
efforts and gauge whether those efforts are working.”

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@PointillistView
What is Customer Journey Management?
Monitor in-
journey signals
that predict
success
Orchestrate
corrective
actions when
needed
Track end-of-
journey success
scores
Prioritize under-
performing
journeys for
investment
Journey Management
connects the dots between
customer experience and
business outcomes
®

®
@PointillistView
What is Customer Journey Analytics?
“An analytics practice that combines
quantitative and qualitative data to
analyze customer behaviors and
motivations across touchpoints and
over time to optimize customer
interactions and predict future
behavior.”
Customer Data
Aggregation
Journey Visualization
& Management
Journey-Based
Metrics & KPIs
Artificial Intelligence
& Machine Learning
Prioritization &
Alignment
Personalization &
Journey Orchestration®

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@PointillistView
Customers interact across channels over time…what happened?
?
Time

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@PointillistView
?
Time
Web
Mobile
Email
Call Center
Chat
BillingShipping
Physical Branch
VoC
Payment Completed
Payment Missed

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Time

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Time
®

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@PointillistView
AGGREGATE
ACT
ANALYZE
Customer Journey Data Hub
Build Customer Data Pipelines
Customer Journey Analytics
Visualize, Measure and Improve
Customer Experience
Customer Journey Orchestration
Orchestrate Personalized,
Omnichannel Experiences
The Pointillist Customer Journey Analytics platform powers
your customer journey management program

®
@PointillistView
Industry:
Financial Services
Summary:
A retail bank uses customer journey
analytics to manage rapidly changing
demands on it’s contact center.
Live Demo
Manage Rapidly Changing Contact Center Demands
CALL VOLUME COST TO SERVE

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@PointillistView
Live
Demo
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@PointillistView
Pointillist Dashboards enable all levels of management to
monitor and manage the business

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@PointillistView
Pointillist Machine Learning makes it easy to find the most
frequent, predictive and exclusive paths that lead to business
outcomes
®

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@PointillistView
Use Pointillist AI to rapidly identify root causes of journey
success or failure

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@PointillistView
Align your organization on CX strategy and orchestrate actions
that maximize journey success

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@PointillistView
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Getting Started: 3 Ways Pointillist Makes it Easy
It is crucial to manage
and measure customer
journeys beyond the
crisis. Enterprises are
facing a new reality;
continuously monitoring
journeys will enable
them to deliver
exceptional CX no matter
what happens next.

®
@PointillistView
1. The Pointillist Journey Data Hub aggregates customer data
from any source
The Pointillist Journey
Data Hub transforms
customer data silos into
unified journey data
pipelines that fuel
activities across the
organization, such as
analysis, modeling,
orchestration and more

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@PointillistView
2. Spend less time preparing and assembling data with Agile
Data Fusion™ and Autonomous Identity Resolution™
6 Months
To complete a typical
integration with 10 data
sources
To complete an actual
Pointillist integration across
50+ data sources and tens
of billions of events for a
Fortune 50 enterprise
1B
Events added per day
6 Weeks
Customer data integration
in weeks…not months

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@PointillistView
3. Pointillist Journey Management Services speed platform
deployment and ensure program success
Journey Management Services (JMS)
Data EngineeringJourney Operations Tech SupportCustomer Success
Our JMS team provides specialized skills & experience to support all journey activities
Define & Align:
• Journey taxonomy
• KPIs & use cases
• Data sources
Agile Data Fusion:
• Data mapping
• Data ingestion
• Data validation
• Configuration
& provisioning
• Platform
enablement
• User independence
• Measurable ROI
• Efficient scaling
• Circle of excellence
Business Alignment
and Data Scoping
Data Integration Onboarding
& Enablement
Journey Program
Operationalization

®
@PointillistView
Thank You!
Pointillist customer journey analytics software connects the
dots between customer behavior and business outcomes, so
you can dramatically improve customer experience.
Powerful Insights. Visualized. Actionable.
Journey Visioning
Platforms
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How to Manage Rapidly Changing Contact Center Demands with Customer Journey Analytics

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