Make Your Journey Maps Measurable with Customer Journey Analytics. Use Data to Identify the Most Significant Opportunities for Your Business. Visualize the Real Journeys Your Customers are Actually Taking. Use Analytics to identify obstacles within journeys and prioritize which opportunities will have the highest impact on customer experience and business outcomes. For instance, the figure above shows how customer journey analytics can provide more information than just the actions taken by customers. This journey visualization includes the number of unique customers at every step of the process to collect overdue payment. For more information, visit customerjourneyanalytics.com.
Journey maps typically convey a few, representative journeys. In reality, every one of your millions of customers takes their own unique journey that may be similar or differ wildly from your prototypical version. Customers zig and zag through different paths even as they reach the same end goal. Customer journey analytics does the hard work of collecting actual customer data from a variety of sources such as marketing automation platforms, websites, mobile apps, data warehouses, call center logs, e-commerce platforms and point-of-sale systems. It integrates all this data and performs identity resolution to determine which interactions are actually being performed by the same person.
Journey mapping assumes the same cadence for all customers and misses out on opportunities to interact with individual customers. Customer journey analytics can help you solve these problems by revealing the wide variety of real paths that customers actually take across channels and over time. Machine learning algorithms can discover and predict detailed customer behavior. The best part, though, is that this analysis can be done easily and quickly by CX teams, analytics and marketing teams without the help of data scientists. It gives you the ability to predict customer behavior in real time and decide on the most appropriate method of engagement.
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Make Your Journey Maps Measurable with Customer Journey Analytics