Omnichannel Journey Orchestration

Meridian Financial Services • Real-time CX Operations

Mobile app auth outage recovery — Week 5 spike resolved

North-Star Goal

Reduce escalation 15% in 2Q

Protecting $2.1M annual cost-to-serve

Cross-Channel Escalation

18.2%

-2.3% vs prior period

First-Contact Resolution

76.4%

+1.9% vs prior period

Avg Customer Effort Score

3.2

-0.4 vs prior period

Channel Containment Rate

68.9%

+3.1% vs prior period

7-Day Repeat Contact Rate

14.6%

-1.8% vs prior period

Session Stitching Coverage

91.3%

+0.7% vs prior period

Omnichannel Journey Flow (Last 30 Days)

Web Self-Service

Mobile App

Chat

Voice/IVR

CES vs. 30-Day Churn Propensity

Escalation by Journey Type

Cross-Channel Escalation Rate Heatmap (Weekly)

Channel Containment Rate Trend

Self-Service Completion by Intent

AHT Variance by Journey

Channel-Shift Cost per Escalation

Repeat Contact Rate by Channel

Journey Abandonment by Stage (Last 30 Days)

Journey Stage	Total Sessions	Abandonments	Abandon Rate	Avg Time to Abandon	Top Exit Point
Authentication	142,380	8,920	6.3%	0:47	Password reset flow
Intent Capture	133,460	12,140	9.1%	1:22	Chatbot failed intent
Information Gathering	121,320	18,560	15.3%	2:14	Form validation errors
Resolution Attempt	102,760	9,820	9.6%	3:48	Self-service timeout
Escalation Queue	18,720	3,340	17.8%	4:55	Wait time > 5min
Agent Interaction	15,380	620	4.0%	6:32	Transfer to specialist
Verification	14,760	890	6.0%	1:18	ID verification failure
Completion	13,870	—	9.7% overall	—	—