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Measure And Predict Journey Performance The New And Right Way

April 7, 2020


You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it deliver value to customers? Meet short-term and long-term organizational goals? Help improve employee experience? Shine in make-or-break moments? Flow well for the customer? The solution: Evolve from traditional measurement to journey measurement. Learn how to build a metrics framework that helps assess and predict journey performance.

Key takeaways:

  • Understand the importance of building a measurement framework for assessing journey performance.
  • Learn a five-step process for building a journey measurement framework.
  • Get tips on how to get started with journey measurement.

Target audience level: all levels

Vendors mentioned: Kitewheel, Medallia, NICE, and Verint Systems.

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