Customer journey mapping is intuitive only to a certain extent, as best-case plans are often disrupted when the rubber meets the road and assumptions, large or small, are proved false by actual customer behavior. Journey analytics are crucial for uncovering these fundamental misjudgments or changes in situational reality, factors that can make your journey maps ineffective.
Learn how to gain true insights into the customer journey using analytics to uncover issues and constantly refine your journey maps.
On this Webinar On-Demand, we will drill down on these six key issues:
- Understanding the customer journey
- Measuring customer experience quality
- The importance of journey analytics as a discovery tool
- The need for cross-departmental internal buy-in for success
- The three core analytics tools for delivering more actionable insights
- How AI self-service applications are changing the needs of agents
