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Journey analytics

Customers don’t seek to interact with touchpoints, they seek to complete their journey of satisfying their need. Companies that adopt a journey mindset and analytics enjoy increased customer loyalty and CX RoI

In an average customer journey, a customer interacts with some 20+ touchpoints.  Journey analytics tells you which combination of touchpoints, across channels, are more effective than others and which ones are broken. Our, very affordable method, is built around two core concepts:

  • In Journey Signals: interaction data from touchpoints and feedback
  • End of journey metrics: A KPI that indicates journey success for your business and your customers

By connecting In Journey Signals and End of journey metrics, on any journey, your company will enjoy a better customer understanding, better CX metrics that are connected to real tangible business results enabling your company to accelerate your CX programme

3–30x

High performers are more likely to connect data from one channel to three or more other channels.

#1

Quantifying the ROI of CX is the top overall CX challenge for the third consecutive year.

5.9x

High performers are more effective in quantifying the impact of CX on business outcomes than underperformers.