When you think of a customer journey mapping session, you likely envision a group of people sitting around a whiteboard and engaged in intense discussion. They collectively review data gathered through months of research, with each person using a plethora of sticky notes to illustrate customer pain points across different touchpoints and interactions with their business.
Once this discussion is concluded, one or more people from this group is responsible for summarizing the discussion and the visual on the whiteboard; sending out a version of visualized customer journey map around by email to different groups of people for review before collating the feedback as many times as needed to finalize the document. The document is then sent to the IT team to either code in or build the journey for support and success teams to use, often using existing tools and technology like CRM systems to build out a journey-based flow. These teams must then measure and track customer feedback and satisfaction, which will eventually serve as sources of data to feed into the next customer journey mapping session.
On the face of it, this scenario seems par for the course. But what if you start to tease out some of the challenges we accept as typical and necessary.
What if you could:
We just moved all of these elements and moved them from “art of the possible” to here and now. Meet OvationCXM’s newest feature of our Journey’s module - Journey Builder. It’s our no-code, drag-and-drop journey orchestration builder that’s unlike any other.
Building on our previous capability to orchestrate journeys from end to end, the new Journey Builder allows users to create journeys in minutes. With Journey Builder, you can now:
Unlike any other journey orchestration technology today, Journey Builder allows you to distinguish between the steps and activities customers and internal teams must take within a single user interface.
With Journeys, businesses can see exactly where a customer is in their journey with third-party providers, as well as the next steps required to move them to completion. Until OvationCXM launched its inaugural Journeys product, this comprehensive view remained largely elusive for organizations across industry.
Our Journeys solution was always cutting-edge, but with a few enhancements, we’ve made it even more powerful:
At the heart of every journey progression is the people taking action to help move it along.
We know how important it is to ensure that your team has all the tools and technology they use throughout the day easily accessible within their workspace. We are growing our existing Tech Connector database so that all your journey activities are seamlessly connected, including:
Ready to see how Journey Builder works? Watch our on-demand demo with our Head of Product, Alan Finlay, to see it in action.
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