Trends Report

Brief: Learning From Three Early Adopters Of Customer Journey Analytics

May 2nd, 2016
With contributors:
Michael Gazala , Gabriella Zoia , Kara Hartig


Companies use journey analytics to improve key customer journeys, evaluate opportunities for journey innovations, and boost retention, enrichment, and advocacy loyalty. Forrester conducted in-depth interviews with three companies using journey analytics to improve their business. Despite being in different sectors and pursuing different goals, all three took a similar phased approach to journey analytics from which customer experience (CX) professionals in other companies can learn.

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