Best Practice Report

The Seven Top Questions About Journey Analytics

Journey Analytics Improves Interactions And Predicts Future Behavior

January 1st, 2018
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
David Truog , Alex Causey , Gabriella Zoia , Shayna Neuburg

Summary

Journey analytics is a hot topic because it can help firms move the needle on customer obsession. But misconceptions about what journey analytics is and how it’s done get in the way. Forrester defines journey analytics as a practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior. This report answers the top questions we get about journey analytics to help customer experience (CX) professionals guide these efforts.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.