About Stephanie Ventura

Stephanie manages content for the marketing team at Pointillist. She enjoys storytelling and exploring how technology improves the way businesses deliver customer experience. Stephanie holds a BA from Emmanuel College and a master’s in marketing from Emerson College. When she’s not writing, you can find her at the nearest yoga studio… or sipping an ice cold chai latte and planning her next adventure at your local coffeeshop.

Report: The State of Customer Journey Management and CX Measurement in 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. [...]

8 Insightful Customer Journey Analytics Examples and Use Cases

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs [...]

How to Improve Customer Intelligence with Journey Analytics

Today, customer intelligence is about listening to each customer, embracing their needs and using that data to respond to them in a timely fashion. This post describes seven powerful ways to improve your customer intelligence capability by using customer journey analytics to look at your customer data within the context of millions of unique customer journeys.