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Your customers travel a highly varied journey on their way from first contact to the first sale and beyond. Visualizing that journey is the most effective way to understand what they want, how they feel about your brand, and why they make certain decisions.
Customer journey visualization, or consumer journey mapping, is the practice of visualizing all of your possible customer journey touchpoints and how each interaction may move the customer closer to the desired action – a purchase, a recommendation, or a positive review – and what kinds of interactions may push them away. To accurately understand your customer’s behavior, your customer journey visualization technology must be able to gather conversations and communication across every channel and analyze it for insight into your customer’s mindset.
CallMiner can help. Our Eureka conversation analytics platform empowers you to connect the dots between interactions, insights, and actions you can take to deliver better customer experiences and create exceptional customer journeys.
Customer journey visualization provides a graphic view of how your customers move from initial awareness of your company to engage with your offers and content, purchase of your products or services, and interaction with your customer service team. Customer experience journey mapping software can help to define buyer personas, identify touchpoints and channels, and collect data about customer emotion and behavior.
With superior customer journey mapping software, you can:
• Understand how your brand, your products and services, and your communications are perceived by customers. You will get a sense of what drives their opinions, what earns their loyalty, and what pushes them away.
• Figure out what parts of the journey are creating friction and how you can improve the experience at specific touchpoints.
• Identify opportunities for engaging customers at key pain points with content, brand interactions, and exposure.
• Give your marketing, sales, and customer service teams the direction they need to create more compelling customer experiences.
• Increase conversion rates by eliminating obstacles and negative experiences.
• Delight customers with exceptional service.
The CallMiner Eureka platform is the industry’s most powerful conversation analytics technology. By capturing and analyzing 100% of customer interactions across all channels, we simplify the process of extracting meaningful insight from unstructured data to drive improvement throughout the customer journey.
Our Eureka platform generates the actionable intelligence that fuels customer journey visualization. Analyzing interactions at the deepest level, our technology interprets nuance and identifies patterns and traits that uncover hidden obstacles in the customer journey as well as new areas of opportunity. AI and ML-powered technology expand omnichannel analysis by correlating text-based and audio interactions, even when channels are not integrated. And Eureka empowers you to make the leap from human understanding to the tangible steps required to turn insight into improvements in the customer experience.
The Eureka platform is a set of conversation analytics and customer journey mapping tools that deliver greater insight into the mindset of your customers.
CallMiner Analyze is the customizable dashboard for the platform and mission control for your customer journey map. With AI-based technology, Analyze automatically scores 100% of calls, chats, email, web, survey, and SMS interactions to identify the most meaningful insights that can help to shape a better customer journey.
Analyze turns every conversation into actionable intelligence that can benefit the customer journey. Analyze transcribes text from speech, categorizes it for easier search and sharing, and scores it with automated metrics to track performance and emotion throughout the customer journey.
Analyze provides:
• Auto-scored insight for every voice and text-based interaction.
• Automated multichannel customer journey visualization.
• Unsupervised machine learning that auto-correlates conversational insight.
• Tools for identifying, prioritizing, and reporting on the insights that are most useful in shaping the customer journey.
CallMiner is the industry’s most comprehensive platform for analysis of customer interactions across all channels at scale. Trusted by the world’s leading organizations, our platform identifies patterns and interprets emotion to reveal a deeper understanding from each conversation. By connecting the dots between insights and action, we help companies identify areas where business improvement can drive growth and transformational change.
Our platform is:
• Trusted. We deliver source-of-truth confidence based on rich behavioral insight into what customers say and how they say it.
• Actionable. Real-time and post-interaction analysis – including automated scoring, front-line coaching, and organization awareness – bridge the gap between insight and action.
• Secure. We provide technology that automatically redacts sensitive data within a PCI-certified hosted model to ensure omnichannel security for every customer.
A customer journey is a path that a customer takes from first contact with the company to initial purchase to post-purchase customer support or service. Customer journeys typically include a number of touchpoints or points of interaction that can be optimized to make the journey more satisfying for customers and more successful for companies.
Customer journey visualization is an exercise in mapping out the customer journey visually, enabling companies to understand the specific journey of different buyer personas more easily. Customer journey visualization also includes data about how customers feel about each stage of the journey. This information can help companies to improve the quality of interactions throughout the journey, providing a better experience and a more pleasurable journey for customers.
Conversation analytics is a technology that analyzes interactions with customers to better understand their wants, needs, emotion, and opinions. Using AI-powered processes and machine learning, conversation analytics transforms the unstructured data in conversations to a structured format that can be analyzed for insight into the customer’s mindset. With conversation analytics, companies can better understand how customers feel about products, services, campaigns, and specific interactions, leading to improvements that enhance the customer experience and drive customer satisfaction and loyalty.
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
