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For Customer Insights Professionals

Drive Customer Obsession With Journey Analytics

Use Quantitative And Qualitative Customer Data To Analyze, Optimize, And Predict Behavior

November 30, 2015

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Why Read This Report

Customers use a range of touchpoints to discover, explore, buy, and engage with products and services. Yet companies continue to optimize touchpoints in isolation, struggle to prove the value of customer interactions, and squander opportunities to boost loyalty. Journey analytics helps companies combine quantitative and qualitative data to optimize customer interactions and predict future behaviors. This report outlines a pragmatic approach to journey analytics for customer experience (CX) and customer insights (CI) professionals, one that leverages current analytics approaches and technologies to uncover multi-touchpoint behavior.

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Table of Contents

  • Neglecting Customer Journeys Hurts Business
  • Customer Journey Analytics Dissects Behaviors And Motivations
  • Magnify Different Levels Of The Journey With Journey Analytics
  • Use Existing Approaches To Jumpstart Journey Analytics
  • WHAT IT MEANS

  • Journey Analytics Will Thrust Functional Silos And Vendors Together
  • Supplemental Material
  • Related Research Documents

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