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.

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?

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?

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?

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.

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?

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?

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

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?

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?

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 !!!  

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?

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?