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Customer Journey Analytics

Actionable insights into every customer interaction

Customer Journey Analytics goes beyond customer journey mapping by delivering powerful insights into the impact of each interaction on your customers’ decision. Stay on top of your customers’ experience throughout the lifecycle. Identify pain points and obstacles in real time, and take action to satisfy and retain your customers. Orchestrate better journeys and monitor how your improvement efforts influence your KPIs.

Add your lifecycles

Start generating insights by adding your lifecycles. These lifecycles capture different types of (potential) customers, from people who are not yet customers to those who are considering returning a product or ending their contract.

Add phases and contact reasons

Break down each lifecycle into phases to pin down exactly where customers are in the journey. Identify the potential contact reasons within each phase to understand why customers behave the way they do. The ROCX’R Conversation Analytics module provides rich insights into your customers’ reasons for contacting you.

Generate insights with journey tagging

The Journey Tagger enriches and analyzes your journeys based on your lifecycle models. The algorithm automatically connects each customer interaction with a specific lifecycle, contact reason, and touchpoint. With insights into how people think, feel, and act throughout the lifecycle, you can orchestrate better journeys that benefit your customers and your business.

PII Masking – Mask personally identifiable information

Our software incorporates PII masking to safeguard personal data, ensuring its security without compromising its utility for analysis and development. This technique conceals identifiable information by altering or replacing it, thus maintaining data security even in the event of a breach. It ensures that personal details, such as names or IP addresses, are transformed into a non-traceable format, preserving the data’s integrity and structural properties for internal processes. This guarantees both privacy and functionality. Read more about the PII Masker in our brochure.

Ready to take the next steps to improve CX?

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