Develop more targeted digital campaigns and adoption plans through analyzing customer behaviors in human touch channels and determining which interactions and customers are the best candidates for digital adoption.
reduction in calls to agents
Most companies only read the verbatim text of CSAT/NPS surveys, but understanding the customer journey before filling out a survey is key to reducing pain points and doubling-down on effective parts of the business.
reduction to low CSAT/NPS scores
Utilize customer behavior trends to detect fraudulent activity and improve the intelligence of fraud detection models with rich journey variables.
Gini score improvement
Maximize conversion opportunities and acquisition strategies to optimize sales and marketing initiatives leveraging journey data.
in additional revenue
Companies in all industries have antiquated processes and systems that cut across various channels and act in isolation from one another. These technical challenges represent a lost opportunity to migrate customers to self-service functionality and the lost revenue opportunities from streamlining lending outdated processes.
Connect your service tickets into journeys to uncover where and why they are being passed back and forth between departments and agents.
operational cost reduction
Discover how customer journeys identified $20M in revenue enhancement opportunities for this major international hotel chain.
- Gartner for Marketers
- David Edelman, McKinsey & Company