{"id":391339,"date":"2020-01-30T05:45:04","date_gmt":"2020-01-30T13:45:04","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/introducing-webex-experience-management-ai-powered-journey-analytics-transform-customer-and-agent-experiences\/"},"modified":"2020-01-30T05:45:04","modified_gmt":"2020-01-30T13:45:04","slug":"introducing-webex-experience-management-ai-powered-journey-analytics-transform-customer-and-agent-experiences","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/introducing-webex-experience-management-ai-powered-journey-analytics-transform-customer-and-agent-experiences\/","title":{"rendered":"Introducing Webex Experience Management: AI-Powered Journey ..."},"content":{"rendered":"<p>Imagine trying to build a deeper relationship with someone you don\u2019t know anything about. Their likes, their dislikes, and past experiences. It would be challenging if not impossible. Yet this is what it\u2019s like for your front-line employees every day as they try to build relationships with your customers.<\/p>\n<p>Everyone is talking about improving customer experience (CX). But what does this really mean? It means delivering on the promises you make to your customers. It means understanding the gap between what your customers expect, and what they\u2019re actually getting. It means knowing them, their needs, and delighting them.<\/p>\n<h2><span><br \/>\n  <strong>Introducing Webex Experience Management (formerly CloudCherry)<\/strong><br \/>\n<\/span><\/h2>\n<p>Last fall Cisco<\/g> completed its acquisition of CloudCherry, the company I co-founded in 2014. And today I\u2019m thrilled to be introducing Webex Experience Management as Cisco\u2019s first customer experience management (CEM) solution.<\/p>\n<p>Webex Experience Management<\/g> is a next-generation, AI-powered cloud CEM solution that improves customer experiences by giving companies greater insight across the entire customer journey, by mapping their experiences across all touchpoints in the organization, consolidating the data that was once siloed, and using predictive analytics to make informed decisions on how to proactively improve those experiences so that they create positive business outcomes.<\/p>\n<p>Even more exciting, we&rsquo;re uniquely embedding these capabilities directly in the contact center desktop, empowering agents and supervisors with customer sentiment data in real-time, providing them a well-rounded picture of how customers are feeling and what they\u2019re doing. This helps agents to truly personalize their engagement with the customer, and it helps management predict what impact organizational changes\/improvements (for instance on staff service) may have on customer experience (NPS\/CSAT\/CES) and on the business (revenue). This is just the beginning of how we will help organizations dynamically leverage real-time customer sentiment to achieve greater relationships, higher CX scores, and improve financial outcomes.<\/p>\n<p>For example, you might be able to see from a customer\u2019s tweets that they have been going through a stressful situation. Their last chat interaction surfaced that they\u2019ve been frustrated with impersonal support in the past. Proactively equipped with this information, you\u2019re much more empowered to provide the best empathetic help they need to stay a loyal customer.<\/p>\n<p>[ovp]6124458299001[\/ovp]<a href=\"https:\/\/www.cisco.com\/go\/cs\"><\/a><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\"><\/a><\/p>\n<h2><span><br \/>\n  <strong>Solution Highlights<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><strong>Customer Journey<\/g> Management<\/g> \u2013 Listen to your customers across 17 different channels (e.g. email, chat, web) along the entire journey, expose and assess areas of improvement to drive loyalty, and leverage the Cisco Contact Center to close the loop.<\/strong><strong><\/strong><\/li>\n<li><strong>Feedback <\/g>&#8211; Create and customize various \u201clistening posts\u201d for sentiment and feedback (e.g. post-call IVR\/email and web intercept surveys to collect customer data).<\/strong><\/li>\n<li><strong>Deep Analytics<\/g> &#8211; Derive a relationship between operational, transactional, and experience drivers (i.e. NPS, CSAT and revenue), and use predictive analytics to model KPI and financial impact of strategic decisions.<\/strong><\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>Key Capabilities<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><strong>Bridge silos and use the data you have<\/g>: Bring together operational data (e.g. CRM, ERP) from different silos across your organization to form one single system of record of customer experience.<\/strong><\/li>\n<li><strong>One view of the customer<\/g>: Move from a transactional approach to one view of the entire customer journey, identifying high and low points so your internal teams can improve.<\/strong><\/li>\n<li><strong>Micro and macro journeys<\/g>: Compare different cohorts (e.g. customers that only do online purchases) to understand differences in experience across multiple journeys. Switch from macro to micro journeys to investigate the experience.<\/strong><\/li>\n<li><strong>Journey analytics<\/g>: Gain actionable insights at each stage of the journey with recommendations and predictive analysis of what drives financial performance.<\/strong><\/li>\n<li><strong>Drill-down analysis<\/g>: Drill down into specific areas by touchpoint, stage, cohort or campaign to view root cause analysis, and apply various statistical tools.<\/strong><\/li>\n<li><strong>Custom dashboards: <\/g>Customized, role-based dashboards with our easy-to-use point and click interface.<\/strong><\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>Where Do You Begin?<\/strong><br \/>\n<\/span><\/h2>\n<p>Creating a customer-centric culture is easier said than done.\u00a0 It starts by making CX a strategic priority for your business and core to your culture, having access to all the systems gathering data about your customers&rsquo; experiences with your company, and lastly, you need the right technology to help you\u00a0bring this insight to action.<\/p>\n<p>Listening to your customers along their journey is everything. Without it, you\u2019re operating deaf to their needs and often lost on where to start. Sentiment data is the new currency in an experience-based economy.\u00a0 A predictive and preemptive analytics-based platform helps you identify and understand what drives customer loyalty, so you can make informed decisions and take action on how to improve their experiences. Combining Webex Experience Management with your contact center is the logical first step in your journey to becoming a customer-centric organization.<\/p>\n<p>To learn more about Webex Experience Management, read our ebook<\/g>.<a href=\"https:\/\/ebooks.cisco.com\/story\/three-pillars-of-customer-experience-management\"><\/a><\/p>\n<blockquote><p>To learn more about Cisco Contact Center\u00a0solutions, visit our\u00a0<a href=\"https:\/\/www.cisco.com\/go\/cs\">website.\u00a0<\/a><\/p><\/blockquote>\n<hr \/>\n<p><strong>Learn More<\/g><\/p>\n<p>Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences<\/g><\/p>\n<p>Delivering Magical Customer Experiences at Cisco Contact Center Summit 2019 and Beyond<\/g><\/p>\n<p>Changing Your Contact Center? It All Starts With Your Agents&rsquo; \u00ab\u00a0Step by Step\u00a0\u00bb<\/strong><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-contact-center-portfolio-enhancements-revolutionize-customer-and-agent-experiences\"><\/a><a href=\"https:\/\/blogs.cisco.com\/collaboration\/delivering-magical-customer-experiences-at-cisco-contact-center-summit-2019-and-beyond\"><\/a><a href=\"https:\/\/blogs.cisco.com\/collaboration\/your-contact-center-agents-journey-plays-acritical-role-in-customer-experience\">\u00a0<\/a><\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cisco\u2019s AI-powered, data-driven customer experience management solution blends with contact center to improve customer experiences at every touchpoint in their journey. <\/p>\n","protected":false},"author":5487,"featured_media":391340,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5253,1563],"tags":[4278],"class_list":["post-391339","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-collaboration-fr","category-experience-client","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Introducing Webex Experience Management: AI-Powered Journey Analytics Transform Customer and Agent Experiences | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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Muthukrishnan","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/eda1cdf65966a3bae75c5a87f056c80248d60887567692f44c6e2ec6160c551c?s=96&d=wp_user_avatar&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/eda1cdf65966a3bae75c5a87f056c80248d60887567692f44c6e2ec6160c551c?s=96&d=wp_user_avatar&r=g","caption":"Vinod Muthukrishnan"},"description":"Vinod Muthukrishnan is the VP\/GM Webex Customer Experience. In this role, Vinod runs the Webex Customer Experience business unit and leads all product management, go-to-market, and operations activities. A serial entrepreneur and product visionary, Vinod is passionate about solving real customer pain points and building high-performing teams and communities. He joined Cisco through the acquisition of CloudCherry, a startup he co-founded and led as CEO, which laid the foundation for Webex Experience Management and Journey Data Services. Vinod has also held leadership roles at Uniphore and Webex Contact Center, driving innovation in AI and CPaaS. A former Merchant Marine officer and early pioneer in mobile trading technology, he now mentors founders, serves on the SaaSboomi Governing Council, and co-chairs the USISPF Startup Connect Program. Vinod lives in the Bay Area with his family and a vocal Husky and spends weekends strategizing cricket plays with his amateur league team.","url":"https:\/\/blog.webex.com\/fr\/contributors\/vinodmuthukrishnan\/"}]}},"_links":{"self":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/posts\/391339","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/users\/5487"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/comments?post=391339"}],"version-history":[{"count":0,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/posts\/391339\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/media\/391340"}],"wp:attachment":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/media?parent=391339"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/categories?post=391339"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/tags?post=391339"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}