Discover and visualize customers’ real journeys
Real customer journeys are messy and unpredictable. Visualize end-to-end customer paths across channels by joining the dots in your customers’ transactional and behavioural data. Discover where your customers are reaching their goals or getting stuck.
Measure how customers are feeling
Your customers’ emotional journey is essential context. Reach out to customers on their journeys, in real time, to gather feedback and measure sentiment. Understand behavior at moments of truth and drivers of channel choice.
Read more about collecting real-time customer feedback.
Get deep insights into behavior & segments
Understand the behaviour you’ve discovered by overlaying real journeys with customers’ feelings. Customer segments may be encountering obstacles resulting in poor satisfaction, and this will inform the interventions needed for at-risk customers.
Read our blog: X-Ray Vision for Customer Intent.
Change behavior with nudges and interventions
Orchestrate customers’ journeys for success by reaching out when they need help. Change behaviour through personalized interventions. Launch automated service and information engagements that change behaviour and boost conversion.
Review ROI and fine-tune optimization
Measure the impact and effectiveness of your interventions, and fine-tune. Assess the result of engagements on customer behavior and conversion and further optimize journeys against customer goals and business targets.
Journey Management Resources
The key to what customers value is hidden in their data – your competitive advantage. It’s time to join dots
Explore Journey Management and how leading businesses are growing by understanding customers’ real journeys