Client Solutions

Journey Mapping

Visualize your customer's effort
Pinpoint CX issues and opportunities

Pinpoint CX Issues and Opportunities

Convergys Customer Journey Mapping starts with a review of the actual customer experience including listening to live calls, reviewing chats sessions and more. In addition, Convergys Analytics can act in “secret shopper” mode to chronicle effort in accomplishing a task. Issue resolution, channel hopping and other activity is compiled to gain a complete perspective of what a customer faces when seeking to accomplish a task.

An inside out view is also examined to identify what information is available for customers and agents as well as presentation of data on websites and within self-service channels. Processes are evaluated to ensure that internal directives align with CX goals.

The result is a step by step customer journey map. Drill down detail within each step spotlights specific challenges or successes.   Recommendations are supported with quantitative and qualitative rigor, providing priority for improvement and CX impact.


Services and Resources

  • Journey Mapping

    Visualize every step in your customer’s journey with a map that breaks down effort. Statistical analysis combined with qualitative input supports prioritized action.

  • Dashboard Data

    Compiles statistically relevant findings by aggregating entire data sets to support recommendations. Data is charted for presentation within all levels of the organization.

  • Prioritized Action

    Delivers detailed action plans parsed by journey stage and degree of CX impact. Includes recommendations for all relevant touchpoints.

Related Resources

See All Resources

Webinar | A Closed-Loop Ecosystem: The Missing Link

Great CX doesn't just happen - everyone has a role in bringing VOC to life. In this recorded webcast, learn how industry leaders are using closed loop strategies to create an accountable CX culture.

Convergys is named a 2017 Top Research Firm by the AMA

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