JourneyXP: A Better Approach to Structuring, Automating, and Digitizing Customer Experience
Johan Koefoed Johnsen, CEO
Organizations that create exceptional customer experiences set themselves apart from their competitors. However, it is often an unmanageable task to deliver the experience that gives customers more than they expect.
JourneyXP empowers organizations to break the customer experience complexity into manageable sets of customer journeys. Too many organizations focus on individual interaction touchpoints devoted to billing, onboarding, service calls, and the like. In contrast, a customer journey spans a progression of touchpoints and has a clearly defined beginning and end that adds up to the experience customers get when they interact with the organization.
Designing and managing the customer experience requires reshaping interactions into customer journey sequences across the organizational functions that customers interact with. “We help organizations reduce cost and increase revenue by structuring, automating, and digitizing customer journeys. The most efficient way of improving the customer experience is by breaking it into the key journeys that matter most to customers,” mentions Johan Koefoed Johnsen, CEO, JourneyXP.
The Denmark-based company solves a problem that many organizations faces that is building customer journeys is a complicated IT project. It involves integrating systems across business functions, making data accessible—often in real-time— and automating journey sequences to gain scale. JourneyXP’s platform, JXP, enables business users to solve these advanced IT tasks through simple configuration eliminating the barriers between journey idea and journey implementation.
JourneyXP builds technology that helps enterprises accelerate their digital customer experience transformation
Using the JXP Platform business teams can proficiently collaborate with IT to accelerate time to market, lower development cost and continuously optimize journey impact.
To illustrate the capabilities of JourneyXP better, Johnsen shares a recent client success story. The client experience, Johnsen recalls, is about a global Telco company in which the purchase journey moves across outbound call centers, customer service units, and physical stores. This makes it difficult for sales and marketing managers to gain insights into what actually works and to reward employees accordingly.
The adoption of the JXP Platform made it possible for the Telco to capture and optimize the complete end-to-end purchase journey across online and offline touchpoints. Moreover, the purchase journey was broken into actionable key metrics such as return on marketing investment, engagement rate per touchpoint, and physical store sales originating from sales representative’s dialogues in the call center. A four-fold increase in sales conversion rate and a significant elimination of manual tasks are a few of the benefits experienced by this JourneyXP client.
In just a few years since its inception, JourneyXP has addressed the needs of various sectors including energy, finance, insurance, telecom, healthcare, manufacturing, transportation and retail, a testament of the organization’s potential.
Revealing a glimpse of JourneyXP’s roadmap, Johnsen states that his firm is building a full-fledged programming language for business users without any coding skills. “Today’s workforce simply lacks the capabilities required of them in a digital age. Organizational initiatives today are mostly digital and typically involve working with data, coding, and digitizing processes. If organizations rely solely on IT to solve these types of tasks they will not survive in the long run. They need a digitally enabled workforce that can collaborate with IT, support IT, and solve IT tasks themselves. We build the technology that makes this possible. Democratizing coding and humanizing IT is a big part of that,” says Johnsen.
Apart from garnering visibility across Europe, JourneyXP is slowly but steadily making waves across the United States too. The team recently opened an office in Los Angeles and within a short time period, the firm has amassed the trust of several reputed American clients, which include a major chemical manufacturer and one of the biggest insurance companies. Towards the end of the conversation, Johnsen revealed that his firm recently collaborated with Pepperdine University to identify market opportunities and develop new best practices within customer experience management.