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Journey Diagnostics
Benchmark your current customer experience capabilities, quantify the importance of each customer journey, benchmark performance by journey, and calculate the expected financial value of your transformation program

Companies looking to improve their customer experience often lack a systematic way to assess their current capabilities, prioritize what matters most to customers, or quantify the potential financial value of customer experience improvements.

Journey Diagnostics uses proprietary research and analytics to provide the critical insights needed to create a comprehensive transformation road map that maximizes financial impact.

10–15%

revenue growth

25%

reduction in churn

20%

uplift in customer conversion

JOURNEY DIAGNOSTICS SOLUTIONS

Maturity Assessment. Benchmark your organization against comparable companies across the six different hallmarks of customer experience leaders.

Journey Pulse. Quantify the importance and performance of each customer journey and review the results in an interactive dashboard.

Journey Benchmark. Benchmark the performance of your customer journeys and sub-journeys against direct competitors.

Impact Calculator. Quantify the expected financial impact of a customer experience transformation across value pools such as customer retention, customer acquisition, and cross-sell or upsell.

OTHER AREAS CUSTOMER EXPERIENCE SOLUTIONS CAN HELP

Journey Analytics

From assessment and design to predictions and monitoring performance, Journey Analytics helps organizations create customer journeys that deliver impact

Journey Systems

Measure impact and drive change through journey-based experience management systems. Our systems are designed to support both the journey redesign teams and the centralized customer experience team throughout the transformation program.

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