About Swati Sahai

Swati is an experienced marketer who loves to dabble at the cross-section of marketing technology, customer journeys and how to improve customer experience.

How to Successfully Implement Customer Journey Analytics – Part 1

Customer journey analytics is a lot more than a software solution—it is a whole new approach to analytics that involves having a journey-based mindset and becoming customer-obsessed. This first post in a two-part series describes detailed steps to help plan your customer journey analytics implementation strategically.

2018-08-01T13:55:22+00:00By |Categories: Blog|Tags: |0 Comments

10 Steps to Immediately Improve Customer Retention With Journey Analytics

What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. It’s actually retaining an existing one. This post takes an in-depth look at why customer retention matters and ten powerful ways in which customer journey analytics can help you immediately improve customer retention.

Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP

Annette Franz, a customer experience expert, sat down with Pointillist’s Swati Sahai to talk about how companies are organizing and operating their still early-stage customer experience functions, the challenges Chief Customer Experience Officers are focusing on, how they are measuring customer experience, and why employee experience is also in the mix.

2018-06-06T13:24:04+00:00By |Categories: Blog|Tags: |0 Comments

How to Create a Single Customer View to Deliver Better Customer Experience

Without a single customer view and real-time insights, organizations struggle with data integration, identity matching and delivering the quality experiences that customers are looking for today. This post provides 4 steps you can use to create a single customer view and deliver a better customer experience.

2018-06-08T14:10:35+00:00By |Categories: Blog|Tags: , , |0 Comments

How To Measure Customer Experience Beyond NPS

Providing an exceptional customer experience consistently is hard. Measuring customer experience and tying it to tangible business outcomes is harder still. This post discusses which customer experience metrics to use and how to improve them to quantify, monitor and enhance your customer experience by taking a journey-driven approach.

How To Choose Customer Journey Analytics Software That’s Right For You

Customer journey analytics is a lot more than a software solution—it is a whole new approach to marketing and customer experience. To do it right means to become customer-obsessed and not just customer-focused. This blog post will help define the 8 most important factors to include in your evaluation when selecting a customer journey analytics platform.

Improve Your Marketing Technology Stack With Customer Journey Analytics

Customer journey analytics platforms are a great, even necessary, addition to your marketing technology stack across both B2C and B2B companies. From segmentation, targeting and journey discovery to customer behavior monitoring and engagement, customer journey analytics tools enhance marketing campaigns every step of the way and deliver more value from your martech stack.