Customer Journey Management

Understand your customer journey across every interaction

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Design, deliver and understand the customer experience across every interaction

Today’s customers expect every business they deal with to know and understand them – personally. To do this at scale on every interaction and across multiple channels requires leadership, expertise and innovation. GSN products enable service design, journey execution, and deep insight into the end-to-end customer experience regardless of the many channels that the journey may take.

With comprehensive personalisation, proactive engagement and AI powered predictive analytics GSN supports your business to understand and create leading experiences through the customer experience lifecycle.

Every interaction with continual context

Creating a seamless customer journey goes beyond providing customers with opportunities to communicate on their channel of choice. To make the journey seamless, customers need to feel that each interaction with the business is considered and designed in the context of their personal circumstances.

GSN delivers context tracking platforms that integrate multi-channel engagement technology with line of business systems providing valuable opportunities to ensure that every customer interaction maintains the context of the customer’s journey. With unique approaches to data matching that contextualise every customer interaction, GSN solutions make the customers feel like every interaction is part of a well-managed journey.  Using powerful analytics, our solutions are delivered at scale with cost effectiveness and efficiency.

Every interaction with continual context

Creating  a seamless customer journey goes beyond providing customers with opportunities to communicate on their channel of choice. To make the journey seamless, customers need to feel that each interaction with the business is considered and designed in the context of their personal circumstances.

GSN delivers context tracking platforms that integrate multi-channel engagement technology with line of business systems providing valuable opportunities to ensure that every customer interaction maintains the context of the customer’s journey. With unique approaches to data matching that contextualise every customer interaction, GSN solutions make the customers feel like every interaction is part of a well-managed journey.  Using powerful analytics, our solutions are delivered at scale with cost effectiveness and efficiency.

Make everything personal

With our local development resources, and extensive experience in service design using open APIs, we can help your business deliver highly personalised experiences across every interaction. From individual IVRs through to data driven routing and advanced case management systems, GSN’s capability to securely integrate enterprise data with interaction management systems provides an opportunity create individual customer experiences.

Proactively engage with customers at any stage of the journey

Proactively collect insights linked to customer journey behaviours through observation and analysis of customer visits on your digital properties, such as websites or mobile applications. Our solutions can predict what it will take for visitors to achieve a desirable business outcome (such as a sale) and then acts to proactively offer the most appropriate and effective channel to assist them in completing their journey.

Proactively engage with customers at any stage of the journey

Proactively collect insights linked to customer journey behaviours through observation and analysis of customer visits on your digital properties, such as websites or mobile applications. Our solutions can predict what it will take for visitors to achieve a desirable business outcome (such as a sale) and then acts to proactively offer the most appropriate and effective channel to assist them in completing their journey.

Journey mapping and analysis

With access to large amounts of customer interaction data GSN customer analytics solutions provide extensive capability to transform, correlate and extract data. From real-time prediction and correlation in order to create personalised customer journeys through to sophisticated investigative analysis that combines hundreds of factors the GSN solution can be used independently or as part of a comprehensive Enterprise Data Warehouse, Data Lake or Enterprise Big Data strategy

Enable communication beyond the frontline

Often customer journeys become complex and disjointed because they involve knowledge, skills or capabilities that are distributed throughout the organisation and not available to frontline team members. GSN’s solutions bring together subject matter experts located anywhere in the business with front line team members to solve customer problems without creating multiple interaction journeys.

Enable communication beyond the frontline

Often customer journeys become complex and disjointed because they involve knowledge, skills or capabilities that are distributed throughout the organisation and not available to frontline team members. GSN’s solutions bring together subject matter experts located anywhere in the business with front line team members to solve customer problems without creating multiple interaction journeys.

Analyse interactions to drive business improvement

Our solutions collect data from every interaction and use Natural Language Processing and Machine Learning to identify opportunities delivered within real-time dashboards customsied based on your business priorities.

We work with you to enable your teams to collaborate on these insights to understand and improve the experience for customer and team members.

Common use cases include:

  • understanding repeatable customer enquiries and pain points
  • responding to specific customer feedback
  • understand feedback and objectives on products and promotions
  • coaching individual (and team) performance
  • identify opportunities to automate common business activities
  • ensure compliance with any business or regulatory frameworks

Action feedback to enhance the journey. A customer perspective

Customer feedback provides some of the most valuable information from which to learn about the customer journey and take action to improve the experience.

Our Voice-of-the-Customer (VoC) solution (“CentraCX”) collects customer feedback across multiple channels – voice, SMS, chat, email or web.  With support for over 50 qualitative and quantitative metrics such as NPS, Customer Satisfaction and Customer Effort, we work with our clients to customise business rules – such as context, metrics, phrases – which together with AI determined insights create a rich dashboard of customer feedback and actionable insights.

Our solution also captures corresponding agent feedback by providing the agent an opportunity to provide his or her own perspective on the specific customer feedback and linking the two feedbacks together. This linked combination of customer and employee feedback on every interaction creates even richer opportunities for your teams to understand, collaborate and improve the experience of both your customers and employees.

Action feedback to enhance the journey. A customer perspective

Customer feedback provides some of the most valuable information from which to learn about the customer journey and take action to improve the experience.

Our Voice-of-the-Customer (VoC) solution (“CentraCX”) collects customer feedback across multiple channels – voice, SMS, chat, email or web.  With support for over 50 qualitative and quantitative metrics such as NPS, Customer Satisfaction and Customer Effort, we work with our clients to customise business rules – such as context, metrics, phrases – which together with AI determined insights create a rich dashboard of customer feedback and actionable insights.

Our solution also captures corresponding agent feedback by providing the agent an opportunity to provide his or her own perspective on the specific customer feedback and linking the two feedbacks together. This linked combination of customer and employee feedback on every interaction creates even richer opportunities for your teams to understand, collaborate and improve the experience of both your customers and employees.

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

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