Customers are increasingly expecting consistent experiences across multiple channels, including websites, mobile apps, social media, instant messaging, and contact centers. In fact, 70% of customers say they’re more likely to buy from companies that provide convenient, multi-channel support. 

At the same time, with the always-on, immediate nature of online business, 90% of customers want their customer service questions answered within 10 minutes or less. Failing to meet these expectations can lead to customers leaving your organization and, worse, negative reviews on social media and online forums—damaging brand reputation and customer loyalty.

Customers Demand a Total Experience

Contact centers must engage with customers within minutes and personalize each experience across different channels. However, many organizations suffer from siloed, incomplete, or inaccurate data, preventing them from understanding the full customer journey. 

Joulica’s Total Experience (TX) Analytics platform breaks down these barriers by integrating real-time data, actionable insights, and advanced technology. This empowers organizations to deliver consistent, personalized, impactful customer experiences at every touchpoint.

A Changing Landscape

Market uncertainty is placing further pressure on CX leaders, who must find ways to optimize costs and team performance, manage complex customer journeys, and expand the contact center’s role into a more strategic and advisory function that drives loyalty and revenue. 

A Single Source of Truth

Total Experience (TX) answers these challenges, providing insights that improve operational efficiency and team output while consolidating different touchpoints into a single source of truth. 

Joulica’s TX Analytics platform integrates real-time, historical, and predictive customer experience data across the entire customer journey and every touchpoint — online and offline. CX leaders who leverage Joulica’s TX Analytics equip their teams with the context to take data-driven actions and quickly personalize every interaction. 

How Joulica Works

Joulica’s concept of Total Experience centers on creating a unified, seamless, and integrated customer experience across multiple channels, touchpoints, and platforms. The goal is for every customer to have a consistent and positive experience no matter where and how they connect with your brand. Agents can easily track customers’ latest interactions, including app or website activity, and provide personalized support even when customers switch channels during an inquiry.

So, how does Joulica make this possible?

1. Omnichannel Integration: Joulica ensures smooth transitions across communication channels such as contact centers, websites, mobile apps, and unified communications systems. The context of each engagement is recorded and passed on to the agents so that they remain informed about each customer interaction and can deliver a personal and cohesive customer experience. 
2. Platform-Agnostic: Joulica integrates with any tools or platforms within the CX tech ecosystem, such as contact center solutions, CRM systems, Voice of the Customer (VoC), and digital platforms. This ensures all customer data is captured, unified, and future-ready for emerging CX technologies.
3. Hybrid Experience: Joulica bridges digital and physical touchpoints, ensuring a connected customer journey no matter where and when a customer engages — in-store, online, via mobile apps, or through contact centers.
4. Every Interaction Captured: Through Joulica’s TX approach, you and your teams get insights from every interaction across the entire journey—from web pages viewed and messages sent to feedback shared on social media. This comprehensive view helps you refine and personalize experiences from the first touchpoint to the loyalty stages and find potential upsell opportunities.
5. Contextual Personalization: Joulica’s AI-driven recommendations empower customer teams to anticipate customer needs and preferences, determine the next best action, and choose the most effective engagement approach based on historical data and contextual clues. 

Joulica's TX analytics empowers CX leaders and their teams to guide customers along optimal pathways, resolve issues promptly, and build experiences that consistently exceed expectations and drive retention.

Close Business Alignment

Another reason why CX leaders choose Joulica as their TX analytics platform is its ability to integrate business KPIs, such as customer retention, VoC, CSAT, CES, NPS, and sales, directly into customer journeys. This allows organizations to prioritize improvements and track performance effectively. With predictive scores for outcomes such as customer effort, product sentiment, and retention, Joulica’s real-time analytics empower businesses to boost customer loyalty, drive sales, and enhance operational efficiency.

Building a Holistic Customer Journey

Tomorrow’s market leaders are the organizations that invest today in understanding their customer journey and personalizing every interaction. Adopting a Total Experience approach to CX through Joulica helps you increase customer loyalty, lifetime value and advocacy. It also enhances your contact center operations, streamlines processes and resources, and boosts team performance.

Book a demo today to see how Joulica can help you build a connected, data-driven foundation that drives retention, satisfaction, and growth.