Release Date: March 2025: 

CX Manager

• We updated date and time fields in Reports to always show in the timezone of the user that ran the report rather then always showing in UTC.
• We fixed a bug where custom fields of type Product Picklist would show correctly on the Location Layout on the Customer screen but incorrectly on the Location Layout from clicking on the Location Card in the Customer Panel on the Case screen. Custom Product Picklist fields will now show properly on all Location Layout screens.
• We fixed an issue where escalating a Case to a Team in another Organization would show the Owner User field as blank but it would remain set to the original user. Now when you escalate a Case to a Team in another Organization and leave the Owner User field blank, it will properly set the Owner User field as blank.
• We fixed an issue where a user was required to click the Run Filter for any ad hoc filters every time they left and returned to the Cases list. Now when a user sets ad hoc filters on the Cases list and navigates into a Case and back, the Cases list will remain filtered with the previously set filters.
• We fixed an issue where a user  would experience a blank screen after navigating into a Case from a grouped Cases View on page 2+ and then clicking back to the Cases list. Now the Cases list will properly show when navigating across multiple pages on grouped views.

Knowledge

• We fixed an issue where adding an Accordion to a Tab Body in a Knowledge Article broke the Tab structure. Now when you add an Accorion to a Tab, the Tab body will properly retain its structure.
• We fixed an issue where a user would press Enter from within a Tab or Accordion body in an Article and it would break the Tab or Accordion. Now when you press Enter in a Tab or Accordion body it will take you to the next line within that Tab or Accordion.
• We fixed an issue where clicking the Next Line button after an Accordion added to the bottom of the Article would put the new line within the Accordion
  rather than below it. Now clicking the Next Line button after an Accordion will put the next text outside of th Accordion (

  after the

  ).
• We fixed an issue where a user would insert a Tab into an Article body and it would sometimes add to a bulleted list. Now a Tab will be added directly to the body without adding any bullets.

Security

• We improved our SSO integrations to better validate against expired SAML tokens.
• We updated our Content Security Policy Headers and CORS policies for enhanced security.

Reporting & Dashboards

• We fixed an issue where filtering visualizations in dashboards with datetime fields would sometimes cause calculation errors.
• We fixed an issue where attempting to edit a visualization on a Dashboard would sometimes results in a CSP error. Now when you edit a visualization you are able to without any errors.

Admin & Settings

• We added the ability to use Control + Click or Command + Click on the Settings dropdown in the top right to easily open the Settings screen in a new tab.
• We fixed a display issue where the Availability would show as 'During Business Hours' on the Messenger configurator when it was really set to 'Always'. Now the screen will always show the proper availability.
• We fixed an issue where long custom fields names would cut off the buttons to add conditional logic or remove them from the layout configuration screen. Now you will be able to access the menu options for all fields on the layout screen no matter how long they are.

Release Date: February 2025:

CX Manager

Case Management

• We added the ability to control+click and command+click on 1) Cases in the Cases list 2) Chat tiles in the top nav bar and 3) the main navigation list. Doing this will open the new screen in a new browser tab without impacting your current screen.
• We added the ability to merge cases from the Case edit screen. Click on View All on the Cases section of the Customer panel and from there you can select your Cases to merge. This will make it easier to quickly find related or duplicate Cases for a customer and merge them together without complex filters.
• We fixed a bug where some picklists were retaining hidden values after a user would enter an invalid value into a required picklist field and then delete the value. Now when a user removes a value from a picklist it will properly clear the value and the field will search as expected.
• We fixed an issue where the type ahead text in a picklist field would sometimes get stuck causing the picklist to not show all the values even after the text was removed. Now deleting the text in a picklist will reset the fitlers and show all available options.
• We fixed an issue that caused Tags and Categories to continue to show on the Tags and Category fields on a Case after a Team was deleted from the Tag in Settings. Now when you delete a Team that is related to a Tag, that Tag will no longer show as an option on the Tags picklist on the Case Edit screen for users on that Team.
• We fixed an issue where the Cases Selected count that shows at the top of the Cases list when you select multiple Cases would sometimes show an incorrect count. Now when you select multiple Cases on one or more pages it will always show the proper count both before and after merging Cases.
• We fixed an issue where some Cases would periodically fail to display Events and would have improper access controls.

Customers

• We fixed an issue where custom URL fields that were accessed from the Customer screen were not opening the links in a new tab when clicked. Now when you click on the URL in a URL field type on the Customer Location panel, it will open in a new browser tab.
• We updated the functionality of custom product fields so when you add a product from the Add Product list it is saved to that field rather than only saving to the list of available products for that Location.
• We fixed a bug where custom product picklist fields would peridodically disappear from the Location Layout when accessed from the Customer Panel on the Case edit screen.
• We fixed an error that was being thrown when pressing the Add Product button on Product fields on a Location. 

Communications

We fixed an issue where sending an email to an email integration inbox with multiple email addresses in the To: field would only show the the email integration inbox email address and all other email addresses in the To: field would not be displayed. Now all email addresses in the email’s To: field will show on the Communication Panel To: field. 

Journeys

• We added the ability to cancel any open Action in a Journey from the timeline view so you can close out any Action that is stuck or no longer needs to be completed. Canceling a Task will also now post an event to the events timeline to show the date and time that the Task was canceled. 
• We added the ability to force complete an Action in a Journey from the timeline view so you can mark any Action as Complete if it was completed out of order.
• We added functionality to automatically close out any outstanding actions on a Journey when the Journey Closed Out function is used from the timeline. This ensures that that there will be no orphaned Tasks after a Journey is manually closed.
• We updated the icons in the timeline for Steps and Stages that contain Actions that are skipped. Previously it would show the Stage and Step as skipped when they contained a skipped action. Now they will continue to show as In Progress or Completed.

Knowledge

We fixed a bug where the Load More Events button was not showing at the bottom of the Events tab on Knowledge Articles.

Connectors & APIs

• We added Zoho and IRIS CRM to our list of connectors. We will discuss the details of each one in a future post.
• We fixed an issue where changing the name of a Connector was not properly saving.

Messenger (Web & SDK)

• We added rich text formatting for AI agent responses in Messenger to make long responses easier to read (line breaks, lists, clickable links).
• We disabled in-app surveys for canceled cases to prevent incorrect or accidental ratings.
• We added additional retry logic when opening Messenger in case chat ever gets stuck loading messages.
• We added a configuration option to Messenger to show or hide a button that allows customers to immediately route a conversation to a human while they are chatting with an AI agent.
• We fixed an issue where timestamps were showing an incorrect time. Now all timestamps in Messenger will show based on the user's computer timezone.

AI Agents

• We enabled auto case creation and team assignment when routing from an AI agent to a human.
• We added multilingual capabilities with auto language detection to our conversational AI agents.

If you are interested in testing our the beta of our conversational AI agents, please let us know! We would be happy to set one up for you, trained on your knowledge.

Reporting & Dashboards

We updated the default timezone for dashboards to display date/times in PST. If you want the default timezone updated for your organization's dashboard, please reach out to the Customer Success team.

Admin & Settings

• We added a Teams field to restrict Tag and Category acess to the add and edit screens for Tags and Categories in Settings. Leaving this field blank will make the Tag or Category available to all users.
• We added a new Manage Tokens permission to break Tokens access apart from the Edit Organization Settings Permission. This new permission will automatically be given to all users with an Admin Role and can be manually added to your custom packages from Settings > Roles & Permissions > Select Role > Edit Permissions > Administration Settings.

We updated the Edit Organization Settings Permission to control fewer options in Settings. The details are described below:

1. The Manage Teams permission now controls showing/hiding the Teams navigation item in Settings (even with Edit Organization Settings off) 
2. The Manage Users permission now controls showing/hiding the Users navigation item in Settings (even with Edit Organization Settings off). Note that you will need to disable both "Manage Users Passwords" and "Manage Users" to have "Users" nav completely removed from Settings.
3. The View Reports permission controls showing/hiding the Reports nav item on the main Nav list (even with Edit Organization Settings off). Note that you will need to disable both "View reports" and "Manage Reports" to have "Reports" option fully removed from main navigation.
4. The Create New Knowledge Bases permission now controls showing/hiding the Knowledge nav item in Settings (even with Edit Organization Settings off). Note that you will need to disable both "Create New Knowledge Base" and "Edit Knowledge Base Settings" to have "Knowledge" item fully removed from Settings.
5. The Manage Communications Channels permission controls showing/hiding the Channels and Settings options under Communications header in the Settings navigation (even with Edit Organization Settings off) 
6. The Edit Organization Settings now only shows/hides the General Settings navigation item in Settings.

Security

• We added additional IP checks during user session validation.
• We added additional rate limiting to our login screen to prevent automated attacks.
• We improved our application defense against possible clickjacking.
• We updated application dependencies to mitigate any third party vulnerabilities.
• We improved application security by limiting the number of concurrent user sessions. Users can still work in multiple tabs at the same time.

Release Date: December 2024

CX Manager

Communications

• We added the ability to rename communication threads on Cases. This will allow you to more easily differentiate between multiple threads on a Case. To rename a thread, click on the name of the active thread, change the name, and save.
• We added additional logic when our communication services get disconnected to pull the latest message history when it reconnects to ensure that no messages or chat tiles go missing when the service is reconnecting.
• We fixed an issue where pressing Enter would not properly send a text message from the communications panel (only clicking the Send button would send the message). Now pressing the Enter key will properly send an outbound SMS message.
• We fixed an issue where including a line break in an outbound SMS messages from the Communications Panel would result in the message not being sent. Now you can include line breaks in your messages and it will properly send all parts of the message.
• We fixed an issue where sending an outbound email from the popped out composer would display the Communications Panel with the composer extending to the top of the screen after clicking Send. Now the composer will be the standard height after sending an email from the popped out composer window.
• We fixed an issue where vertically expanding the composer for chat and SMS messages would not give the user the full space to type.

Cases & Navigation

• We improved the type-ahead functionality on our picklist fields in CXME. You can now search for options with partial matching and you can match words on any order rather than needing to find results by an exact match.
• We updated the display of blank Date and Date/Time fields to not show any value when they are have no value. Previously they would display all zeros when the field data was blank.
• We updated the browser tab titles throughout the application. The tabs now follow the pattern, "{Current Screen Name} - OvationCXM". This will make it easier to identify your tabs when you have multiple tabs open.
• We added a new 404 screen in the application. Users will be directed to this screen in the future if they try to navigate to a bad URL.
• We fixed an issue where a user could be logged out of CXME due to inactivity while a report was being downloaded in the background. A user will no longer be logged out automatically while waiting for a report to download.
• We fixed an issue where clicking ‘No’ when asked to confirm the cases you selected to merge would result in an endless spinner. Now clicking ‘No’ will return you to the previous screen.
• We fixed an issue where if a user returned directly back to My Work after cloning a Case from My Work, it would result in an endless spinner. Now you can navigate back to My Work after cloning a case and it loads correctly.
• We fixed an issue where The Action > Assign modal was displaying two Owner Team fields for Work Orders.

Journeys

In addition to launching APIs and Canvas, Paths, Selection Action, Journey Close Out, Parallel Steps, Parallel Actions, we also fixed several bugs across Jourenys builder and timeline:

• We fixed an issue where adding a Journey to a Case could temporarily hide the display of the communications panel
• We fixed a bug where dragging a Step to a blank area of the canvas would add a new Step.
• We fixed a bug where Stage and Steps in the Journey Timeline would show as Completed when the first Action within them was completed.
• We fixed a small bug where clicking Cancel after adding a Parallel Steps container failed to cancel the node. 

Integrations & APIs

We launched our Hubspot Connector and you can read more about it here.

Reporting & Dashboards

• We added new date/time fields to our dashboards so now you can add a single fields on tables that show the date and time in one cell rather than needing separate fields for date and time. We will be rolling this update out to all existing dashboards.
• We are continuing with the migration to our new dashboards and expect the migration to be completed before the end of the year.

Admin & Settings

We fixed an issue where the team name wasn't appearing in the 'Route issue to Team' field on the Messenger configurator when first accessed.

We are in the process of updating our dashboards to a new cloud-hosted dashboard that will provide better performance and ultimately more flexibility for insights and analytics.

In the short term, you will not notice many changes to your dashboards except for a few styling updates and that data is updated more frequently and consistently.

Long term, we will be able to provide additional types of visualizations for your data and will be able to move towards real-time analytics across multiple objects.

The migration to the new dashboards is underway and will take place over the course of November and December 2024.

Release Date: 10/15/24: 

CX Manager

• We fixed a bug where sometimes navigating from a Case back to the Cases list screen would show the correct View but the Cases would not be properly filtered. 
• We fixed an issue where the Case Resolution field on the Details panel would show as "Completed" when a Case was resolved as "Unresolved".  

Virtual Assistants

We launched a beta version of our voice and chat generative AI agents. If you are interested in learning more or seeing a demo, please let us know.

Reporting & Dashboards

We fixed an issue where dashboards were not being updated on the expected timeline, leading to stale data.

Admin & Settings

• We fixed a bug that was preventing picklist values from being deleted from custom picklist fields.
• We fixed an issue where adding new picklist values to a custom picklist field would sometimes remove other values in the list.
• We fixed an issue where users sometimes saw a "Seems you hit a wall" error on the Layout screen within Settings.

Release Date: 08/29/24

CX Manager

• We fixed an issue where the scroll bar didn't work on the left folder navigation under Reports. You will now see a scroll bar when you have more folders than fit on a single screen.
• We fixed an issue where navigating to the Events timeline immediately after creating a Case could somtimes display a blank panel.
• We fixed an issue where sometimes a user sending an email could experience the message successfully being sent but not showing in the messaging panel. 
• We fixed an issue where the browser tab title would sometimes display the wrong screen name. When a user navigated to a Case, the browser tab title would show the correct ID and name of the Case, but when the user went back to the Cases list, the broswer tab title would not update. The browser tab title will now properly update for the screen you are viewing.

Knowledge

We fixed a bug where Users were periodically being logged out without any notification. We also added a confirmation modal to let Users know they have been logged out instead of just taken directly back to the login screen. 

Journeys

We fixed an issue where a Task Action would periodically not start on the Journey timeline due bad formatting of the Due Date.

Virtual Assistants

We improved the performance, intent matching, and predication capabiltiies of the Virtual Assistants.

Reporting & Dashboards

We fixed an issue in Reports where the Status filter would display a numerical number rather than the actual name (string) of hte status selected by the user.

Admin & Settings

We fixed an issue where Tags and Category dropdowns were not always populating when using them for conditional logic in Layouts.

Release Date: 08/06/24: 

CX Manager

• We improved the processing performance of our email IMAP integrations.
• We moved our core application to new load balancers to enhance performance and resiliancy.
• We fixed a bug that was causing the names on some dialog modals were being cut off.
• We fixed an issue where the list of files in the Case panel of the CX Manager screen did not properly scroll when the files went past the bottom of the screen.
• We fixed an issue where email history in certain email clients was displaying ‘Boomtown’ instead of the customer’s name when showing who wrote the previous emails.

Knowledge

• We fixed an issue where Articles were sometimes not rendering inside the Solutions panel on the CX Manager screen due to increased security restrictions. All Articles will now properly load in the Solutions panel.
• We fixed an alignment issue on the search results page in the extenral knowledge libraries.

Journeys

We launched our new journey builder that introduces a new canvas for more flexible and dynamic journeys. You can read the full release notes here.

Connectors

We released an updated Salesforce Managed Package with improved permission sets and improved load times. You can read the full release notes here.

Virtual Assistants

We improved the performance of training large virtual assistants.

Reporting & Dashboards

We fixed a bug where the value in the MID field in Reports was not showing for the latest Case on each Location.

Admin & Settings

We improved the load performance of the Teams page in settings as well as loading any object that relates to Teams (e.g. a Location or a Case).

Security

We improved security on hosted screens (such as forms) with enhanced content security policies.

Releasing June 2024

We're excited to announce that our product is now fully compliant with the Web Content Accessibility Guidelines (WCAG) 2.1 at the AA level, following the guidelines set forth by the Americans with Disabilities Act (ADA). This achievement signifies our commitment to providing an inclusive and accessible experience for all users, regardless of their abilities. This work applies to the Knowledge, Reports, Settings, and Messenger products. 

What does this mean for you?

By achieving ADA WCAG 2.1 compliance, our product offers a variety of benefits for users with disabilities, including:

• Improved Color Contrast: Enhanced color contrast ensures text and graphics are clearly visible for users with low vision or color blindness.
• Enhanced Screen Reader Compatibility: Our product now seamlessly integrates with screen reader software, allowing users who are blind or visually impaired to navigate and interact with the content effectively.
• Optimized Keyboard Navigation: Full keyboard navigation allows users to access all features and functionalities without relying on a mouse. This is particularly helpful for individuals with motor impairments or who use assistive technologies.
• Clear and Concise Language: We've strived to use clear and concise language throughout the product, making it easier for users with cognitive disabilities to understand the information presented.

Benefits of ADA Compliance

Beyond its ethical importance, ADA compliance offers several advantages for your organization:

• Increased User Base: A more accessible product opens doors to a wider audience, potentially increasing your user base and customer satisfaction.
• Reduced Legal Risk:  WCAG compliance helps mitigate potential legal risks associated with accessibility lawsuits.
• Enhanced Brand Reputation:  Demonstrating a commitment to accessibility strengthens your brand image and positions you as a leader in inclusive design.

We believe that everyone deserves an equal opportunity to access and benefit from our product. This update reflects our ongoing dedication to creating a user-friendly and inclusive experience for all.

For any further questions regarding our ADA WACG 2.1 compliance, please don't hesitate to contact our support team.

Release Date: 05/16/2024: 

Knowledge

This release enhances the accessibility of interactive elements across the Knowledge editor, ensuring consistent and clear announcements through screen readers. All checkboxes, toggle switches, buttons, input fields, and other controls now properly announce their names, roles, values, and available actions when focused. This includes elements like the Restore button on previously published versions, checkboxes in filter menus, title/subtitle fields, embedded article options, token insertion, thumbnail navigation in File Manager, and related article controls. Proper keyboard accessibility has also been implemented for previously inaccessible components. These improvements align with WCAG 2.0 guidelines for providing programmatically determinable information, allowing users to effectively understand and interact with on-screen elements through assistive technologies. The standardized announcements create a more inclusive and seamless experience for all users.

This release further enhances the accessibility of interactive elements throughout Knowledge Home by standardizing announcements for screen readers and other assistive technologies. Clear buttons in filters now convey their associated actions. The Page field at the bottom of the list is accessible via keyboard with proper announcements. On the Templates page, the clear button in the search bar, column headers, and row actions are all properly announced. When modals open, the auto-focused close button correctly states its purpose. The buttons within modals like Clone, Archive, and Delete are accurately labeled for clear communication. These improvements ensure users can effectively perceive the available interface components and interactions through auditory cues, aligning with WCAG 2.0 guidelines around providing programmatically determinable names, roles, and values. The consistent and descriptive announcements create a more inclusive experience across all user workflows.

This release standardizes the announcements for interactive form fields throughout Knowledge Home, improving accessibility for users of screen readers and other assistive technologies. Dropdowns like Libraries, Status, Visibility, Tags, Products, and Shared With now properly announce their label, role as a collapsed or expanded listbox, current selection state, and available operations like text editing or navigating options. This consistent pattern of "Label, Role, State, Operation" ensures fields are comprehensively conveyed, allowing users to easily identify and interact with them solely through audio cues. These enhancements align with WCAG 2.0 guidelines for providing programmatically determinable name, role, and value information, creating a more inclusive and seamless experience across all user interfaces.

This release introduces significant improvements to the accessibility of the tree element across Knowledge. Previously, these interactive components did not adhere to WCAG standards for keyboard operability and screen reader announcements. With this update, the tree elements in the Details tab and the Insert Article modal when editing an article now fully comply with the recommended keyboard navigation patterns and programmatic announcements. Users can seamlessly traverse the tree structures, expand/collapse nodes, and understand the current context through clear and consistent screen reader feedback. 

This release resolves multiple accessibility issues identified across Knowledge when using the JAWS screen reader. Checkboxes throughout Knowledge are now operable via keyboard and announced correctly by JAWS. When visiting a page within Knowledge that contains a table with JAWS enabled, pressing "T" properly announces the table contents. Additionally, all main pages (Knowledge, Reports, Settings) now have an H1 header that is announced when pressing "H" with JAWS on, helping users identify their current context. Lastly, the sub-menu options accessed through the three-dot menu throughout Knowledge are fully keyboard accessible and announced accurately by JAWS. 

This release introduces significant enhancements to the accessibility of modals across the Knowledge, Settings, and Reports areas of the application. Previously, screen readers did not provide any announcements when modals were opened, limiting the ability for users relying on assistive technologies to effectively navigate these interfaces. With this update, the focus is now properly set to the first interactive element within each modal, and the modal's title is clearly announced.

We fixed an accessibility bug with the "Discard Changes" modal in the Knowledge editor. Previously, when using a screen reader, the modal's contents were announced incorrectly, with the title, description, and buttons being repeated multiple times. With this fix, the screen reader will now properly announce the modal's title and description, followed by each button's accessible name individually. This ensures users relying on assistive technologies can clearly understand the purpose of the modal and interact with its controls in a logical, streamlined manner. 

Journeys

Over the next few weeks we will be rolling out the new version of our Journeys product. This will include access to the Journey API Activity powered by the API Library as well as new backend engine with improved reliability at scale.

Messenger (Web & SDK)

We updated Messenger to be loaded from a CDN, improving the load performance of Messenger on websites and in applications. 

Reporting & Dashboards

We improved the loading performance for the reporting tables that power the Customer and Case data in our dashboards. This will ensure the dashboard data is updated on a more timely and consistent cadence.

This release addresses accessibility issues across the Reports section of the application Teams section in Settings by providing descriptive and unique labels for all interactive elements, ensuring compliance with WCAG 1.3.1 guidelines. Buttons such as "Add Team," "Search Filters," "Edit," "More Options," as well as various actions within team management modals like "Edit Team," "Add Hours," "Edit Additional Info," "Add User to Team," and "Add New User" now have clear labels that accurately convey their purpose. Additionally, the irrelevant tab label in the "Add New User" modal has been removed for clarity. These improvements create a more inclusive experience, enabling all users, including those using assistive technologies, to effectively navigate and interact with team-related settings and functionalities. The consistent labeling enhances the overall usability and comprehension of Reports interface.

Admin & Settings

We improved the performance of loading the Teams page under Settings.

This release addresses accessibility issues across the Teams section in Settings by providing descriptive and unique labels for all interactive elements, ensuring compliance with WCAG 1.3.1 guidelines. Buttons such as "Add Team," "Search Filters," "Edit," "More Options," as well as various actions within team management modals like "Edit Team," "Add Hours," "Edit Additional Info," "Add User to Team," and "Add New User" now have clear labels that accurately convey their purpose. Additionally, the irrelevant tab label in the "Add New User" modal has been removed for clarity. These improvements create a more inclusive experience, enabling all users, including those using assistive technologies, to effectively navigate and interact with team-related settings and functionalities. The consistent labeling enhances the overall usability and comprehension of the Teams interface.

This release addresses accessibility issues on the My Profile page in Settings, ensuring compliance with WCAG 1.3.1 guidelines for providing descriptive and unique labels across interactive elements. Previously, buttons such as "Edit contact info," "Switch role," "Add to team," and others lacked proper labeling, hindering users' ability to understand their purpose and relationships. Additionally, the "Back" and "Save & Exit" buttons on subsequent screens suffered from the same issue. With this update, all buttons now have clear, descriptive labels that accurately convey their functionality. The styling of the "Back" and "Save" buttons has been updated to align with the visual treatment of similar Settings options, further enhancing consistency and usability. These improvements create a more inclusive and seamless experience for all users navigating and managing their profile settings.

This release enhances the accessibility of the Knowledge settings interface by providing descriptive labels for interactive elements, addressing violations of WCAG 1.3.1 guidelines. On the main Knowledge page, the action buttons and search filters now have associated aria-labels for clear identification. When editing a Knowledge library, all buttons within that interface are properly labeled. Additionally, the "Browse" button for custom branding options has received an appropriate aria-label. These improvements ensure that all users, including those relying on assistive technologies, can effectively perceive and interact with the various Knowledge settings and configurations. The consistent labeling creates a more inclusive and comprehensible experience throughout this critical area of the application.

We are thrilled to announce the release of the 'Journey Close Out' feature, a significant enhancement to the customer Journey management capabilities. This latest update allows users to proactively manage and close out customer Journeys directly from the timeline view, addressing the dynamic needs of both the business and its customers.

Key Features of the Journey Close Out:

Close Out from Timeline View: Users can now conveniently close out a customer's Journey directly from the timeline view. This is particularly useful in scenarios where a customer has churned from a Journey or when the Journey is no longer relevant to their needs.

Journey Analytics: The feature will also be part of robust Journey Analytics, providing critical insights into the overall Journey completion rate, the churn rate of Journeys, and the potential risk factors associated with each Journey.

Enhancements to Customer Journey Timelines:

• The 'Journey Close Out' feature empowers businesses to adapt their strategies in real time, ensuring that customer engagement remains relevant, efficient, and effective.
• By identifying and addressing churned or irrelevant Journeys, companies can refocus their efforts on the most impactful customer interactions.

Adding valuable Insights for Businesses:

Journey Completion Metrics: Track the rate at which customers complete their Journeys.

Churn Rate Analysis: Identify and address the reasons behind customer drop-offs in specific Journeys.

Risk Factor Assessment: Evaluate and mitigate potential risks associated with different customer Journeys.

Roll Out Plan:

The following feature is part of our New Journeys Suite. We are 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.