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Journey Analytics

A new type of analytics powering customer journeys that deliver impact

  • Journey Analytics

    Transforming customer journeys though advanced analytics,
    connected event data and experience design

20% growth
in customer satisfaction

15% reduction
in cost-to-serve

20% reduction
in churn
Journey Analytics assesses customer journeys, identifies and predicts actions to improve customer experience, and helps companies to redesign journeys that will deliver impact.  

Today’s customers interact with companies more frequently, across more channels, and with higher expectations for the overall experience. This new complexity presents challenges for companies—and opportunities for those who get it right.

Journey Analytics helps companies succeed by considering customer interactions as end-to-end journeys rather than isolated transactions. It comprehensively analyzes data across customers, channels, and touchpoints. Besides identifying pain points and improvement opportunities, Journey Analytics defines capabilities and best practices to reinvent both individual touchpoints and the end-to-end journey.

 

What Journey Analytics delivers to organizations:

  • Scans, designs and builds optimal customer journeys by connecting billions of interaction data points with customer emotion, product and transaction information
  • Helps companies predict customer behavior, reveal cross-channel insights, and automatically prescribe actions that guide customers to their desired states by combining journey data and advanced analytics
  • Builds lasting capabilities to transform customer journeys by equipping your insights and customer experience teams with the right skills and tools



Learn more

Download Journey Analytics Factsheet