Trends Report

Transform Marketing With Customer Journey Analytics

Understand Customer Experiences To Improve Brand Perception, Lower Costs, And Stop Churn

July 5th, 2018
With contributors:
Brigitte Majewski , Caitlin Wall , Shayna Neuburg

Summary

B2C marketers know that understanding customers' journeys is important, but they struggle to find and activate journey-related insights. Enter the discipline of customer journey analytics, which combines data across touchpoints to uncover how customers traverse through different journeys. Read this report to learn how marketers should use customer journey analytics to reshape their planning in a data-driven manner that is fundamentally customer obsessed.

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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.