Genesys Casual

Hi everyone 👋

Something I picked up this week while talking to customers exploring Journey Management in Genesys Cloud CX:

A lot of teams invest time in building out journey views-but the real value seems to come when they use those insights to identify and fix specific drop-off points (rather than just observing the journey).

For example, even simple things like spotting where customers:
• Abandon before reaching an agent
• Repeat steps across channels
• Get stuck in self-service loops

…can highlight quick opportunities to improve both CX and operational efficiency.

It was a good reminder that the goal isn't just to map the journey-but to actively act on what it's telling you.

Curious how others are approaching this 👇

👉 What's been the most useful insight you've gained from Journey Management?
👉 Have you made any changes based on journey data that had a clear impact?
👉 Where are you seeing the biggest challenges today?

Great point Zaynah, It's essential to remember the why as well as the how. Real value is unlocked when Journey Managers leverage the insight provided to make meaningful changes to make their customer journeys friction free and effortless.

I love this perspective Stuart!

Great point and I completely agree.

I'v been working closely with a customer who is seeing value because of making the move from "visibility" to actually fixing one or two high-friction moments (especially repeat contact or self-service loops). Even small tweaks has had big impact.

The biggest challenge I'm seeing is once the teams have the data, there is not always a clear owner or process to act on it. Staying close and utilising Genesys SME's has been crucial so far.

Keen to hear what's working for others too 👀

Agree, when I think around chatbots/Virtual Agents, its really hard to distinguish between true containment rate and abandoned rates so this is addressed through JM and highlights these areas.

who doesnt love seeing more detail or containment rates! #digitalfirst

Hi Zaynah,

Heres my thoughts on the 3 questions,

Most useful insight:
It's often not the big, complex journeys-it's the "micro-friction" moments. Things like customers looping in self-service or restarting across channels show up again and again, and they're usually easier to fix than expected.

Changes that had clear impact:
The quickest wins seem to come from tightening the handoff points-especially between digital and agent. Reducing repetition (e.g. not asking customers to re-explain context) can have a noticeable impact on both experience and handle time.

Biggest challenges:
Two stand out:
• Moving from insight → action (teams can see the issues, but creating this operational change is harder)
• Aligning ownership across teams (CX, ops, digital), especially when journeys span multiple channels

Like this Rob, I've been focussing on the 'micro journeys' and first thought of these as quick wins but are having bigger impact that we predicted

This is a valid point Zaynah we speak often with customers about Journey management and I agree the value is not just mapping the journey but understanding what improvements can be made for better customer Experience. The biggest challange for some of my customers today is getting started !!!  

Agreed Viren, using the free version built in can be a good starting place to get customers to see the value of our Journey tools!

Great questions!

Keen to see what customers come back with!!

This is such an important point - and honestly, one of the biggest mindset shifts I've seen with Journey Management initiatives.

Many organizations start by focusing on visibility: mapping journeys, tracking touchpoints, building dashboards, and understanding behaviors. That's valuable, of course. But the real transformation happens when teams move from observing the journey to orchestrating improvements based on what the journey is revealing.

One of the most impactful insights I've seen from Journey Management is how often customer friction is invisible internally until the data connects the dots across channels.

For example:
• Customers repeating authentication steps between digital and voice channels
• Self-service experiences that technically "work" but still create customer effort
• Long agent handling times caused by upstream journey confusion
• Customers abandoning not because of one major issue, but because of several small friction points combined

Sometimes the most valuable discovery isn't a broken process - it's realizing how much unnecessary effort customers and agents have silently adapted to over time.

From a CSM perspective, the biggest wins usually happen when journey insights become shared operational conversations across CX, IT, Operations, Digital, and Business teams - not just reports sitting in dashboards.

Because once everyone sees the same friction points clearly, alignment becomes much easier:
👉 Improve this step
👉 Reduce this transfer
👉 Simplify this flow
👉 Remove this repeated question
👉 Proactively intervene before escalation happens

And often, the improvements with the highest impact are surprisingly simple.

I also think one of the biggest challenges today is balancing personalization with simplicity. Organizations want highly sophisticated journeys, but customers usually value clarity, speed, and low effort more than complexity.

Really great topic - Journey Management becomes incredibly powerful when insights turn into action.