Tag Archives: customer journey

Analytic insights along the customer journey (part 2)

The customer journey map represents what customers see and feel, and how the business supports the whole process. Customer Journey Analytics can be used to validate how customer behavior fits into the map, show what the company needs to do to measure the critical steps, and through predictive modeling, determine the causes of customer actions.

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Analytic insights along the customer journey (part 1)

Experiences are best understood as part of a customer journey. A customer journey map is a picture that shows the steps a customer experiences. Looking at the journey gives Marketing and Customer Experience managers clarity about all of the processes that intersect to create a customer experience. It’s a starting point for both managing and

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Prioritizing projects with customer journey analytics

How can we make better business decisions? Imagine you work at a large bank. Your goal is to strategically choose the CX problems to solve first – where can your investments of time and money have the biggest impact? One way to rank issues is by expected profit alone. But that discounts the customer experience.

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Understand the customer journey with analytics

Why link the customer journey with analytics?

The customer journey is made up of experiences and related emotions. Mapping it helps us ask important questions such as: What steps lead to positive emotions? To greater lifetime value? What experiences lead someone to shop at a competitor?   Think about the customer journey map The map, along with customer feedback, might answer the

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