Customer Experience2019-02-18T17:14:26-05:00

Customer Journey Analytics for CX Teams

Improve customer experience at every step along the customer journey and measure its impact on all of your KPIs.

Optimize Your Customers’ Experiences

Each customer journey is unique and every customer expects a seamless, personalized experience at every touchpoint. So why are you still using sticky notes and spreadsheets to visualize, design and measure a single, undifferentiated experience for all your customers?

Today, leading customer experience teams are using customer journey analytics software to discover, measure and improve the actual paths your customers take, as they engage with your company across touchpoints and over time.

Understand Your Customers with Greater Depth

  • Discover the actual paths your customers take across touchpoints and over time
  • Incorporate data from both quantitative methods (such as surveys or web analytics) and qualitative methods (such as interviews or ethnography)
  • Visually communicate your insights to employees and partners
Use Customer Journey Analytics Software to Uncover and Predict High-Impact Customer Journeys
Use Customer Journey Analytics Software to Uncover and Predict High-Impact Customer Journeys

Understand Your Customers with Greater Depth

  • Discover the actual paths your customers take across touchpoints and over time
  • Incorporate data from both quantitative methods (such as surveys or web analytics) and qualitative methods (such as interviews or ethnography)
  • Visually communicate your insights to employees and partners
Use Customer Journey Analytics Software to Quickly Understand Customer Behavior Across Touchpoints

Differentiate the Meaningful Journeys from the Trivial

  • Determine your most important customer groups, journeys, and interactions, e.g, viewing omnichannel customer journeys from purchase through to activation
  • Segment customers based on important journeys and KPIs such as, which customers are most susceptible to churn? Or which are the most likely to respond to an upsell offer?
  • Identify your costliest failure points to allocate company resources based on what matters most to your customers and your organization

Quantify Customer Experience with Journey-Based Metrics and KPIs

  • Measure CX metrics like NPS, CSAT and FCR  at various points in the customer journey and understand what drives a change in the scores
  • Pinpoint the drivers of customer satisfaction by understanding the journeys that influence your most (and least) satisfied customers
  • Determine the impact of a poor experience on business objectives, like revenue, churn, and repeat purchase rate, as well as the effectiveness of remediations
Use Customer Journey Analytics Software to Drive Personalized, Omni-Channel Customer Experiences
Use Customer Journey Analytics Software to Drive Personalized, Omni-Channel Customer Experiences

Quantify Customer Experience with Journey-Based Metrics and KPIs

  • Measure CX metrics like NPS, CSAT and FCR  at various points in the customer journey and understand what drives a change in the scores
  • Pinpoint the drivers of customer satisfaction by understanding the journeys that influence your most (and least) satisfied customers
  • Determine the impact of a poor experience on business objectives, like revenue, churn, and repeat purchase rate, as well as the effectiveness of remediations
Use Customer Journey Analytics Software to Uncover and Predict High-Impact Customer Journeys

Design Personalized Experiences

  • Test  your hypothesis with  new journeys and visualize their impact on the current experience
  • Improve the most important interactions with your most valuable customers
  • Engage with each customer at optimal points along their journey, in real time and through their preferred touchpoints

Product Overview

Improve Marketing and CX Results with Customer Journey Analytics

Free Report

Forrester Vendor Landscape: Customer Journey Analytics Providers

Blog Post

5 Ways Customer Journey Analytics Can Impact Your Business Today

Ready to discover and optimize
your customers’ journeys?

Ready to discover
and optimize your
customers’ journeys?

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