See how we help you translate customer insights into business value.
CallMiner's 2023 CX Landscape Report is here! |Download today
Understanding your customers – what they want and how they feel about your brand – is essential to delivering an exceptional customer experience. The practice of consumer journey mapping (or customer journey mapping) can deliver a wealth of insight about your customers by charting their experiences with you from first contact to first sale and through their lifetime of interactions with your company.
By highlighting the points of contact throughout the customer journey, you can gain a better understanding of the many ways that customers find and engage with your company. But more importantly, consumer journey mapping can help you understand how customers feel about the journey so you can act to make each encounter more successful.
Mapping the consumer journey requires a vast amount of data about the desires, opinions, and behavior of your customers. You’ll need a powerful journey map tool to gather this information and present it in helpful visual formats. That’s where the CallMiner industry-leading conversation analytics platform can help.
A consumer journey map is a visual representation of the path that a buyer takes when engaging with your brand. The greatest benefit of journey mapping is being able to visualize the buying experience through the eyes of your customer. You can see where your efforts are paying off or falling short and where there are opportunities for improving the customer experience. The insight gained from consumer journey mapping can help marketing, sales, and customer service teams work together to create a more satisfying and consistent experience across all customer journey touchpoints.
To understand the journey from your customer’s perspective, you’ll need to gather tons of data about how they feel about your brand, your products and services, and each interaction they have with your company. You’ll need data from a wide range of customer interactions, including social media, websites, customer surveys, contact centers, product and service reviews, and feedback from your employees. Collecting, aggregating, and analyzing this qualitative and quantitative data can be enormously challenging – which is where superior customer journey mapping software like CallMiner comes in.
CallMiner offers leading customer journey analytics and mapping tools as part of its Eureka conversation analytics platform. Eureka enables you to analyze 100% of customer conversations across channels, gleaning insight that can inform every step of the consumer journey and drive transformational business change. Eureka automatically analyzes interactions at the deepest levels, identifying patterns and interpreting nuance to deliver greater insight into what your customers want, how they feel, and what you can do to satisfy them.
Eureka captures, transcribes, categorizes, and scores every conversation with your customer across multiple channels – calls, emails, chats, social, surveys, and SMS. Eureka’s automated customer journey mapping tools use AI and machine learning to understand each customer’s intentions, emotions, and desires at every point in the customer journey and present intelligence in impactful and interactive visuals that deliver key insight into each customer’s mindset.
With Eureka as your consumer journey mapping solution, you can:
• Understand the customer’s needs and feelings at each point in the journey – and what’s driving their emotion.
• Visualize the quality of engagement through the eyes of your customers.
• Identify shortcomings as well as opportunities for enhancing the customer experience.
• Develop a plan of action for addressing customer pain points and optimizing each touchpoint.
The CallMiner Eureka platform offers a set of solutions for analyzing customer interactions at scale to better understand the customer journey and drive business improvement.
• Analyze automatically transcribes, redacts, classifies, analyzes, and scores all customer interactions across every channel.
• Visualize empowers you to explore conversation analytics data and create shareable presentations and journey maps that uncover issues and spotlight opportunities.
• Coach makes it simpler to monitor, understand, and optimize agent performance at scale to drive interactions that improve the customer journey.
• Alert automatically notifies agents or supervisors about crucial moments in customer conversations and provides guidance for the next-best actions to impact the customer experience.
• Capture enables high-fidelity, speaker-separated audio to be accurately transcribed in real-time, improving the quality of conversation analytics.
• Redact automatically removes sensitive data from audio and transcribed conversations to minimize risk to personal information and comply with privacy regulations.
CallMiner reveals meaningful insight from customer interactions and delivers the intelligence companies need to make better business decisions. Our technology expertise spans nearly two decades and billions of hours of conversations that have been mined for insight. Our AI-driven platform enables businesses to better understand their customers, unlock business value, and transform growth with the industry’s most powerful conversation analytics platform.
Our technology offers:
• The fastest velocity to improvement. We help businesses mine customer conversations for intelligence with AI-driven search features, unmatched accuracy, and real-time and post-call analytics.
• The clearest view of what matters most. Our analysis of interactions delivers awareness of what’s most important to customers by accurately autoscoring conversations, correlating data across channels, and categorizing for ease, effectiveness, and emotion.
• A focus on your success. With a dedicated support team for every account, an active customer community, and crowd-sourced innovation, we are laser-focused on helping our customers succeed.
Consumer journey mapping, or customer journey mapping, is the practice of visualizing all the interactions and touchpoints customers have with a brand as they move from first contact with the company to first purchase of a product or service to post-sale interaction and support. A consumer journey map highlights the quality of a customer’s experience at each touchpoint, helping companies understand where customers experience satisfaction or frustration in their relationship with a brand.
By presenting the buying journey through the customer’s eyes, consumer journey mapping can help a company to better understand a customer’s needs, intentions, and behavior. It can also identify ways to improve interaction with customers at each touchpoint to create a more satisfying customer experience that leads to more sales and greater loyalty.
Conversation analytics is a technology that uses artificial intelligence (AI) to better understand communications with customers in contact centers as well as other channels like email, social, chats, surveys, and SMS. Conversation analytics tools transcribe conversations, analyzing and scoring them to identify a customer’s intentions, emotions, and opinions. With this data, companies can better understand the needs of customers and create exceptional customer experiences.
CallMiner's insights created visibility across the customer journey to direct and indirect touchpoints that impact the CX. Real, cross-functional insights help us increase sales, grow and retain customers, and bring new products to life.
Director of customer care innovation, Radial
CallMiner helps us see our data in the context of the entire customer journey – from pre-purchase, to fulfillment, to post-purchase (and ideally long-term loyalty).
Director of customer care innovation, Radial
CallMiner is the global leader in conversational analytics to drive improvement of business performance. Using AI and machine learning technologies, CallMiner captures and analyzes 100% of conversations across all channels to deliver greater insight into the omnichannel customer experience. Emotion and sentiment analysis and automated customer journey map tools provide clearer understanding into the customer journey and how customers feel about every touchpoint. Automated performance scoring and deeper feedback from every conversation deliver the insight needed to optimize call center operations and agent and call center performance. CallMiner’s call center analytics also enables call center managers to create a culture of persistent improvement through real-time and post-call coaching, data-based feedback, and progress monitoring.