"50% of customer interactions happen during a multi-event, multi-channel journey." - McKinsey & Company
"We can finally trace the multitude of things a customer does and how it affects the bottom line of our business." - Lori Bieda, Head of Analytics - BMO
Journeys "incorporate the element of time, the fourth dimention." - Martin Kihn, Gartner
"Journeys are 30-40% more predictive of customer satisfaction and churn" - McKinsey & Company
The ClickFox Journey Architecture approach enables journey definition, organization, understanding and analysis.
Journeys are complex. They are living, breathing, things not based in one, or a set combination of channels.
The Journey Architecture standardizes enterprise journeys and enables them to be monitored from start to finish by business analysts.
From over 10 years of experience, here are just a few example use cases ClickFox can help Financial Services companies with:
Deep evaluation of branch processes to identify agent training and routing enhancements to lift first contact resolution and post visit digital adoption.
Develop more targeted digital campaigns and adoption plans through analyzing customer behaviors in touch channels, determining which interactions and customers are the best candidates for digital adoption.
Realize the hidden patterns in customer behavior prior to filing a complaint in order to delineate process improvements, optimal intervention points, and strategies for de-escalating negative sentiment.
Source: Harvard Business Review