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JOURNEY DEEP DIVE · NEW IN ALTERNA 3.0

See where your customer journey breaks. Fix it before customers leave.

Journey Deep Dive scores every stage of the customer journey with feedback from every channel. It shows you the break point in seconds, explains why it happens and turns the answer into an action your team owns.

Try it below ↓

TRY ITClick any stage to see what customers say and what to fix first.

Journey Deep Dive KPI: oCX score Last 1 Year · Retail Banking
oCX score by journey stage Click any stage to explore
User Feedbacks
Decision Matrix
Sample data from a retail bank.
WATCH · ABOUT 1 MINUTE

From break point to action.

See how Journey Deep Dive finds where the journey breaks, shows what customers say at that stage and which topics to fix first, and turns the finding into an action with an owner.

Journey Deep Dive · illustrative product views with sample data
ONE JOURNEY, EVERY CHANNEL

Every channel feeds one journey.

Call center conversations, surveys, social media, app reviews, chat and email flow into the same journey. Alterna maps every comment to a stage with topic mapping, so you see where the journey jams without building a single report.

  • Spot the jam in seconds.
    The break point and the lowest stage are flagged for you.
  • Know why it happens.
    User feedback and the Decision Matrix show which topics cost the most points.
  • Let AI take it from there.
    The Customer Experience Assistant explains the root cause, and AI voice agents follow up with the customers affected.
FROM INSIGHT TO ACTION

Turn a finding into an action, and see it through.

Every insight in Journey Deep Dive can become an action with an owner, a due date and the evidence attached. Give every action an owner, and keep the whole team in the loop.

1

Create an action in one click

From the summary insight or any topic in the Decision Matrix, open an action that is already filled in with the stage, the score and the evidence.

2

Assign it to a person or a team

Give an action to a person or a team. Everyone sees what is open, assigned to them or overdue.

3

Collaborate where your team works

Assignees are notified in Alterna, in Microsoft Teams or in Slack. Comments, status changes and history stay on the action, so nothing gets lost.

4

Track the impact

Each action keeps the score at the moment it was created and an evidence trend, so you can see whether the fix really moved the journey.

Illustrative product views. Figures are sample data.

ABOUT THE SCORE

What is oCX?

oCX, short for observational customer experience, is Alterna's own experience score. It is calculated from what customers actually say on every channel, not only from survey ratings. That is why it can score a journey stage even where no survey is sent.

Prefer NPS, CSAT or CES? Journey Deep Dive works with them too. Switch the KPI and the journey redraws.

FREQUENTLY ASKED QUESTIONS

Journey Deep Dive, in short.

What is Journey Deep Dive?
Journey Deep Dive is part of Alterna 3.0. It scores every stage of the customer journey, from first interest to retention, highlights the break point where the experience drops the most and shows the comments and topics behind each stage.
Which data sources feed the journey?
Call center conversations, surveys, social media, app reviews, chat and email feedback. Every comment is mapped to a journey stage, so all channels feed the same journey.
Do I need to set up the journey stages myself?
No. Stages are recognized from topic mapping, so no extra setup is needed. Our team reviews the stage mapping with you during onboarding.
Can I use NPS, CSAT or CES instead of oCX?
Yes. oCX is selected by default because it can score every stage from what customers say, but Journey Deep Dive also works with NPS, CSAT and CES.
How do I act on what I find?
Create an action from the summary insight or from any topic in the Decision Matrix, assign it to a person or a team, and follow it in Action Management. Assignees are notified in Alterna, Microsoft Teams or Slack.
BOOK A DEMO

See your own journey on your own CX data.

A 30-minute online session with a CX expert. We map your journey stages from your own feedback and show you where it breaks.

  • Your journey stages, mapped from your own feedback
  • Your break point and its root cause, live
  • The first actions your team can own

Request a demo

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