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.

How to Improve Contact Center Optimization with Customer Journeys

By Stephanie Ventura According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Enterprises expect contact center leaders [...]

The State of Customer Journeys & CX: A Conversation with Diane Magers, Ian Golding and Dan Gingiss

By Steve Offsey I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist's third annual report on the State of Customer Journey Management and CX Measurement.  The experts joining me include: Diane Magers, who is the founder and CEO of Experience Catalysts and an Emeritus Chair and [...]

2021 Survey: The State of Journey Management & CX Measurement

By Stephanie Ventura In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies [...]

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.

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