With Journey Analytics, deliver a high-quality, seamless customer experience

Today’s customers interact with companies more frequently, across more—and new—channels, and with higher expectations for the overall experience. The ever-evolving nature of customer service, combined with a multitude of touchpoints, is a challenge for companies.

To deliver a high-quality customer experience consistently, companies must consider the buyer’s end-to-end journey, not just individual interactions.

Journey Analytics combines big data technology, advanced analytics, and functional expertise to help companies perfect their customer journeys. To map them, it leverages millions of data points across customers, channels, and touchpoints. Journey Analytics not only identifies what is and isn’t working but also defines capabilities and best practices to optimize both individual touchpoints and the end-to-end journey.

Journey analytics by the numbers

15% reduction in cost-to-serve

20% growth in csat

20% uplift in customer conversion

20% reduction in churn

10% boost in revenues from clv

20% decrease in complaints

What Journey Analytics provides

Big data technology

To identify areas for improvement, Journey Analytics leverages big data aggregation and management technologies, as well as journey-mapping tools.

Advanced Journey Analytics

A combination of journey mapping, customer-behavior analyses, channel-opportunity scans, and machine-learning algorithms creates a transparent picture of the end-to-end customer journey. This helps clients not only to understand their current customer-journey cycles but to predict future behavior as well.

Agile change approach

A proven method for agile change management enables companies to define and implement sustainable programs.

Dedicated expertise

Access to dedicated professionals with a wide range of industry expertise, ranging from service operations and marketing to banking, telco, and retail.

Services

Journey Analytics supports customers throughout the entire customer-journey cycle, from identifying problem areas to implementing programs that drive sustainable change in organizations.

Diagnostics and analyses

Including data audit, journey diagnostics, and use-case analytics

Tracking and automation

Including dashboards, customer alerts, predictive algorithms, and test and learn

Capability building

Including platform implementation and analytical skill building

Value-capture programs

Fixing root-cause issues and redesigning journeys for a better end-to-end experience, including road maps, program/change-management, and operationalization at scale

Want to learn more about how Journey Analytics can help your organization?

Related solutions

Operations

Afiniti

Uses behavioral data analytics to match call-center agents and callers