Customer Data Analytics: How to Select the Best Tool for Your Needs

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 Powers Customer Experience with Pointillist: A Conversation with Andrew George

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 [...]

How to Successfully Implement Customer Journey Analytics

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.

How to Pick the Best Customer Journey Analytics Platform for Your Needs

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.

2019-09-30T08:39:43-05:00By |Categories: Blog, Customer Journey Analytics|0 Comments

Make Your Journey Maps Measurable with Customer Journey Analytics

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.

2019-05-07T15:03:18-05:00By |Categories: Blog, Customer Journey Analytics|Tags: |4 Comments

5 Ways Customer Journey Analytics Can Impact Your Business Today

Companies are benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. In this post, I’ll illustrate five ways you can use customer journey analytics to provide an immediate impact to your business through real use cases covering a variety of industries.

2019-05-07T15:25:52-05:00By |Categories: Blog, Customer Journey Analytics|0 Comments

What is Customer Journey Analytics?

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.

2019-09-18T11:19:33-05:00By |Categories: Blog, Customer Journey Analytics|2 Comments