Introduction

We are thrilled to announce the launch of our all-new Journey Analytics feature. At OvationCXM, we understand the importance of diving deep into your customer journeys, and with this in mind, we’ve developed an advanced analytical dashboard that offers a comprehensive insight into the multi-touchpoint experiences that your customers go through, helping you to fine-tune strategies and enhance overall customer satisfaction.

Key Features:

1. Comprehensive KP Tracking on Customer Journeys

Get a sense of the big picture and understand how customers are navigating through your defined journeys:

• All-Encompassing Metrics: Retrieve a wide array of high-level KPIs that give a well-rounded picture of customer interactions throughout their journey.
• Active Journeys: Get real-time insights on ongoing customer journeys.
• Total Journeys Completed: Understand how many customers have successfully traversed their journey.
• Customers in the Journeys: A count of how many customers are currently engaged in a specific journey and what step they are currently in.
• Average Time to Journey Completion: Calculate the mean time customers take to complete their Journey, Stage, Step or Activity, helping to identify and get ahead of any potential bottlenecks.
• Journeys Over Time: Dynamic visualization chart showcasing the trend of journey creations and completions over a given time frame.

2. Exception Management in the Journey

Identify bottlenecks and get ahead of potential issues to streamline journeys and reduce customer churn.

• Task Due Insights: Streamline your operations with timely insights on pending and due tasks, facilitating efficient management and improved customer engagement.
• Risk Factor Monitoring: Stay ahead of potential risks and challenges in the customer journey with proactive risk factor monitoring and management. It allows you to quickly visualize the customers most at risk and the Steps, Stages, or Activities that they are stuck in.
• Ideal Journey Completion Time: Understand the benchmark time it should take for a customer to complete a journey, aiding in process optimization.

3. Granular Analytics at Every Stage, Step, and Activity

• Stage/Step/Activity Analytics: Deep dive into each touchpoint of the customer journey. From the broadest stages to every detailed Activity (including Tasks, Automations, etc.), get all the data you need to optimize your journeys.
• Time-Series Data: Trend your customer journey data over time to spot patterns, anomalies, or areas of improvement.

Rolling out:

We will be adding the Journey Analytics dashboards for customers with new Journeys access.  If you would like to get early access, please let us know by emailing product@ovationcxm.com. 

Thank you for being a part of the OvationCXM family. We are confident that the Journey Analytics feature will empower you to enhance the customer journey landscape and offer unparalleled experiences to your customers. Here’s to insightful data-driven decisions!

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.

Release Date: 07/13/23: 

CX Manager

Navigation

• Updated the main navigation dropdown menu for small screens so that if you are in a specific section and you click on that section again, it brings you back to the main list. For example, if you are on a Case and click Cases from the navigation, it will return you to the Cases list.
• We fixed an issue where the text was being cut off in the main navigation dropdown menu.

Cases

• We fixed a bug where the Files tab was periodically disappearing from the Case panel in the CX Manager if a user pressed Cancel or Edit directly after uploading a file.
• We fixed an issue where the navigation text was being cut off in the main navigation dropdown menu on small screens.
• We updated colors in several areas of the application to be ADA compliant.

Automations

• We updated the filter options on Case Automations to include the Case Name field.

Knowledge

• We improved the behavior of adding or changing a Label icon in Knowledge. You will no longer have to click Browse and Upload. When you click on the Add Icon or Change Icon button, you will be able to select a new image from your computer and it will automatically upload (you will still need to click the Save button in the modal to implement the icon change).
• We added a modal that appears when the Session Timeout Warning modal reaches 0 that informs the user they have been logged out.
• We made the Sort button in Knowledge Home ADA compliant by improving the way screen readers announce each option and the way the list is sorted. 
• We made updates to the Knowledge home page for ADA compliance. Both the filters and recent comments panels are now collapsible and expandable. They will auto-collapse on smaller screens. We also made the header options more responsive by combining them into a menu when the screen size gets too small. 
• We updated the Comments in the To Do tab to be ADA compliant. All buttons have accessible names and are reachable and operable by keyboard. 
• We updated the Labels section in Knowledge Home for ADA compliance. All expandable/collapsible elements now have accessible names, button roles, and announcements when they are expanded or collapsed. 
• When editing a Label in Knowledge, we changed the naming of Label Avatars to Label Icons. This is a more accurate naming convention for this particular concept. 
• We fixed a bug where resolving a Comment in Knowledge was updating the Comment log and not creating a separate log. When you resolve a Comment, there will now be a Comment Resolved log in the Events tab.  
• We fixed a bug where Users were sometimes getting a TypeError when using the Insert Image or Insert Link options in the Knowledge Editor.

Journey Orchestration

With this release, we will begin to roll out our new Journeys product to select customers. We will share a separate post dedicated to the new Journeys product and all the new functionality that will come with it. If you would like early access to the new Journeys product, please let us know.

APIs & Webhooks

We added functionality to allow a user to create webhooks on the Customer Contact object. 

Reporting & Dashboards

We are adding detailed Journey Analytics to our dashboards. These analytics will display data from the new Journeys product and we will share more detail on the capabilities and insights they will provide in an upcoming post.

Release Date: 09/01/22

CX Manager

Cases

• Tag Field Dependencies - We've updated our Case Tag functionality in the Platform to allow organizations to define which Case Tags should show when a specific Category is selected. When setting up Case Tags, organizations can define a list of Case Categories these Case Tags should show for. If no Categories are listed, the system will function as it does today and the Case Tag will show for all Categories. This functionality will allow organizations to be more granular with their Category and Case Tags to provide better reporting on the types of Cases they receive. Note this is only on the new Cases screens.
• File Upload UI - We updated the File Upload functionality on Cases to remove the File Type field and allow drag and drop from your computer into the File Upload field (note this is only available on the new Cases screen). Note this is only on the new Cases screens.
• Open in New Tab - We've updated the Platform to allow users to open content in a new browser tab via CTRL + click (windows), CMD + click (mac), or right click and then selecting Open in a New Tab for specific activities.  This include opening the Settings menu (Avatar in top right > Settings), Chat Tiles, the Case Cards from My Work (only accessible on the new Cases screen), The Case Cards from the Case List  (only accessible on the new Cases screen), Customer Cards in the Customer activity (only accessible on the new Cases screen), and Historical Cases in the first panel of the Case (only accessible on the new Cases screen). Note this is only on the new Cases screens.
• Events Line Spacing - We updated the Events timeline to retain and show line spacing that users input for Notes, Case Description, and Troubleshooting Notes field to make these long text field content easier to read. Note this is only on the new Cases screens.
• Fix an issue with the calculations on the Insights tab for the Sovled Cases section, which will make the data more accurate going forward
• Fixed a bug where resolving a Case set to Waiting caused the status of the Case not to turn to Resolved for reporting/dashboards
• Fixed an issue where users were unable to refresh a Case View/List that had zero results

Knowledge

• Fixed a bug where bulk sharing or un-sharing articles wouldn't save; articles that are shared or un-shared from Organizations should now properly save
• Fixed a bug where the line spacing between search results in the external Knowledge Library was incorrect
• Fixed a bug that prevented the KB Activity Report from running when selecting a date range that spaned months (9/6 release)

Release Date: 06/21/22

Knowledge

• Fixed a bug that prevented Knowledge Editors from nesting lists in Articles upon indenting
• Fixed a bug that prevented Editors from changing the formatting of ordered sublist without affecting the entire ordered list

Journey Orchestration

• Fixed a bug so when you select an Alert Template under Send Email to Customer in the Automation Engine, it now saves the correct template and will send it to the Customer when the Automation runs

Smart Buttons (Web & SDK)

• We released new versions of all SDKs and mobile applications that have enhanced chat performance and reliability

Virtual Assistants

• Made some UI change to builder Nodes, giving them rounded corners as well as updated styling for the Start and End Nodes
• Made further UI changes to User Response Nodes, ensuring that the grey background is full width of the Bot Message node
• Updated the outline color of Nodes and the connector lines on button click

Reporting & Dashboards

• Fixed a bug where filtering a report by the "Resolved" or "Created" field included a non-optional time stamp. The timestamp is now optional with these filters.

Admin & Settings

• Fixed a bug where the Unsecure File Types field in Settings was not allowing Unsecure Files of the types specified to show in the Platform