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. [...]
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 [...]
CX teams are challenged to connect data, identify and prioritize problems and opportunities, and measure the impact of CX initiatives. Read how leading teams are solving CX challenges with customer journey analytics.
By Steve Offsey Your company is now competing based on customer experience, but you're only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. [...]
Canadian Red Cross’ Andrew George sat down with Pointillist’s Steve Offsey to talk about their recent success at the Loyalty360 Customer Awards, their adoption of customer journey analytics and the road ahead. Andrew George is the Associate Director, National Customer Experience Marketing for the Canadian Red Cross. He is responsible for the development and execution [...]
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.
Customer journey analytics is not a monolithic approach designed to address a single problem. All customer journey analytics tools do not include an identical set of capabilities, nor do they prioritize the capabilities they do include in the same way. This post is designed to help you find the best customer journey analytics platform for your business needs.
To deliver on their promise, journey maps need to evolve beyond a fuzzy, static snapshot of customer experience and become measurable and dynamic. Here are 5 ways you can use customer journey analytics to make your journey maps measurable by turning them into dynamic visualizations of your customers’ real-time behavior and its impact on the KPIs your business is measured by.
If you find yourself asking ‘what is customer journey analytics?’ you are not alone. Customer Journey Analytics is the weaving together of every touchpoint that a customer interacts with, across multiple channels and over time. It connects millions of events into journeys from your customers’ point of view and is a data-driven approach to discovering, analyzing and influencing your customers’ journeys.