We are excited to announce the launch of our new Journeys Product! 

Journeys help you connect disparate interactions across teams and organizations and orchestrate them into unified experiences to delight your customers.

OvationCXM’s new Journeys product includes several significant enhancements over our current Journey product that make it easy to use and adds powerful functionality to optimize customer experiences. We’ve detailed the specifics of these enhancements in the following video releases showcasing Journeys: 

1. 2 minute overview
2. 20 minute walk through

In addition to a new architecture built for performance, reliability, and scale, it has a number of major upgrades to help you orchestrate customer journeys. Here are a few of the updates:

New Drag-and-Drop Journey Builder

We’ve transformed our Journeys module so it’s a simple no-code drag-and-drop interface that anyone in the organization can use to orchestrate customer experiences. All of the pieces of a well-orchestrated Journey, from communications to automations to tasks, are included in this single tool. No complex configuration, custom code,  or developers needed to build a Journey. If you can envision the experience, you can build it. And in just a few minutes with a few clicks.

New Organizational Hierarchy

Our new Journeys product has expanded its hierarchy from stages, which provided a high-level view, to a three-tier hierarchy that gives you additional levels of organization, visibility, and control.

1. Stages - Major sections or milestones in a Journey that shows high-level progress toward completion.
2. Steps (New) - A way to organize groups of activities into a single bucket, typically owned by a single team.
3. Activities (New) - The atomic unit of a Journey. These are the parts of a Journey that are completed to progress the Journey. For launch, we will have Automations and Tasks.

Automations - Automated workflows that are triggered as the Journey progresses. These automations can send emails, update data fields, create Cases, and more across the organization and ecosystem partners.

Tasks - To-do actions that can be assigned to Teams and/or Users. Tasks need to be manually completed by the assignee to progress the Journey.

We will be adding Forms and API activities shortly which will trigger journey progression and further streamline and automate Journey flows.

Separate Side-by-side Customer and Internal Work Streams

Our new Journey Builder allows you to create unified journey experiences that seamlessly weave between internal and customer-facing actions while having complete control over visibility and driving toward a shared outcome.

You can define Public and Internal names for every Stage and Step so even if your internal team is completing an action, you can give your customers insight (in language that makes sense to them) into what’s happening behind the scenes.

A major part of a journey is bringing the customer along for the ride. Giving them visibility into what is happening, what’s next, and setting expectations for when the next step may be completed. This reduces inbound call volume and increases customer satisfaction.

Drafts and Publishing Workflows

Journeys will now offer the ability to create drafts and iterate on your journeys without disrupting any journeys currently in progress.

This solves one of the big challenges we see with journey mapping and orchestration today. Typically, it’s often a one-time exercise that remains static for years once developers implement it because it’s hard coded and hard to change. Set it and forget it. This is a failing strategy because processes and customer expectations are constantly changing and your journeys need to keep up. Organizations must have agile tools that empower responsiveness to competitive pressures, market changes, and customer needs in real-time

Journeys can be tweaked and optimized easily at any time without impacting existing customers already traversing active journeys. Users create and edit journey drafts, and once they are published, new customers can enter those journeys. Even as new revisions are published, Previously Published revisions are retained for a complete audit trail of every journey that has been published. You can clone, revert, and publish any revision at any time without disrupting any active customer journeys, providing the control to adjust and improve journeys over time.

Our Journey Analytics also presents data across each revision so you can track progress, friction points, and areas for improvement over time. Stay tuned for a separate, more in-depth post on Journey Analytics.

New Interactive Journey Timeline

To match the new Journey hierarchy, we are also launching a new Journey Timeline in the second column on the Cases screen.

The Journey Timeline will make it more efficient to manage journeys while in the Cases screen:

1. The new timeline will visually display the Stage, Step and Activity hierarchy.
2. The timeline is interactive and Tasks can be completed inside the timeline.
3. Activity Actions allow you to Cancel Tasks or Automations (current or future) that you don’t want to complete (we will also be adding the ability to complete, skip, or replay activities as well).
4. New icons provide additional visibility into what’s in progress, if any actions have been canceled, and if any automations failed to run.

We will be rolling out the new Journeys product in waves and if you would like to get early access, please let us know by emailing product@ovationcxm.com. We can’t wait to help you build more delightful customer experiences and to hear your feedback on how we can improve the product for you.