Product Release: Elevating Customer Journeys

Introducing Journey IDs and Journey Attributes

This sounds complicated but it brings power to the inQuba platform. With the ability to have external Journey IDs and Journey Attributes, we can help you:

• Gain insight on servicing journeys where there might be multiple simultaneous journeys occurring (for example servicing requests to a call centre)
• Filtering journeys based on just about any external criteria for example:
  • The speed to answer in a call centre
  • The duration a customer has been with your organisation
  • The date the customer first signed up to be a customer
  • The time since the start of a journey
• Personalize communications based on Journey Attributes such as
  • Personalization of communications with a journey service reference number
  • Communicating the time it has taken to service the customer so far
  • Effortlessly personalizing any external data such as the value spend on a journey

In addition, the inQuba Journey Attribute Filtering capabilities increases your ability to drill down into how different customers going through journeys as they can be segmented and then analyzed for journey completion, drop off or feedback.

Introducing Advanced Contact Filtering

We have enhanced our Contact Filtering to allow you to filter your journeys to see who the specific individuals are on any particular journey. This means you can drill down based on:

• Date
• Journey Attributes (See above)
• Cohorts (groups of customers)
• Specific Journey points

inQuba’s approach to data management has always been to link all parts of the customer journey and the improved contact filtering takes this one step further, ensuring you are never at a loss as to what is happening on your customer journeys and importantly being able to explain “why”!

Long Delay Drop Offs

Drop offs are a well-established capability in the inQuba platform. However, a drop off is not something that is always clear cut. inQuba now offers the ability to make a long idle into a drop off. Simply put, if your customer has not progressed on a journey for a long time, you can classify them as a drop off. The time period is set based on your business need!

Journey Summary Reports: Finally a solution to CX ROI!

The pinnacle of any CX or Engagement programme is to understand the relationship between ROI and Experience. This has never been possible without a lot of manual labour and lots of dubious assumptions. For the first time in the CX industry, inQuba can provide you with a report that allows you to:

• View customers that reach their goals (success) or dropped off (failure)

• • View the respective volumes of goal achievement or drop off
  • Understand the associated experiences by examining both quantitative (CSAT) and qualitative (text analytics) insights
  • See the distribution of journey times for the customers reaching goals and those dropping off.

• The inQuba rich filtering on top of the Journey Summary Reports is naturally part of the invaluable tool, allowing you to filter by:

• • Cohorts
  • Timeframes
  • Journey Attributes

This tool empowers you to understand why certain journeys, such as onboarding, might have high drop-off rates. By revealing precise details about customer interactions, it guides you in prioritizing change and nudge (communication) efforts so that you can make informed business decisions. We finally have a tool in the CX industry to properly quantify the impact of customer experiences!