The Customer Journey Widget leverages data from the Customer Journey Data Service (CJDS) to create a holistic view of the customer journey from the start to the present. This view helps agents understand customer needs before even asking, reducing average handling times and improving customer satisfaction scores (CSATs).

Key features:

• Progressive Customer Profile: The Progressive Customer Profile offers real-time journey insights, ensuring agents have the up-to-date contextual data. By default, the progressive profile includes the following fields:
  • First Name
  • Last Name
  • Contact in the Last 24 Hours
  • Contact in the Last 10 Days

  You can customize the profile template to include additional contextual data. For details on configuring the CJDS widget with a custom profile template, see the link here.

• Omnichannel History: The Omnichannel History section provides agents with a detailed view of previous interactions across all channels for the customer that they are currently assisting. You can also configure the widget to access custom events from third-party sources. For details on adding custom events, click here.

Availability and transition plan

• The Customer Journey Widget is now available to all Flex 3 Webex Contact Center customers in Japan, EU1, and EU2.
• This widget will coexist with the Contact History Widget until February 15, 2026. After this date, the Contact History Widget will be decommissioned.

CJDS Provisioning implementation steps

To ensure seamless CJDS provisioning, review the following actions based on your organization's setup:

• For organizations with a Webex Contact Center set up before February 28, 2025, and without CJDS provisioned: No action is necessary. The system automatically links CJDS tenants to your Webex Contact Center Org ID.
• For those with CJDS already provisioned and using the Customer Journey Widget in a custom layout: No changes are required. Your current setup is fully compatible.
• For organizations with a Webex Contact Center set up after March 1, 2025: Complete this form to request CJDS provisioning for your organization. A Customer Journey tenant will be provisioned within 72 hours upon receiving your request.

A key feature of the Customer Journey Service is the ability to merge multiple customer aliases (for example, Phone, Email, Social ID) into a single unified customer profile. This allows agents to track customer interactions seamlessly across all channels without losing context.

Aligning aliases ensures that agents always see a complete, consolidated customer profile.

For more information on managing customer aliases, see the Journey APIs.