Go frictionless with Customer Journey IntelligenceTM

Why is Journey IntelligenceTM Important? Making the Business Case

March 1, 2021

If you believe that customer experience is important, then journey intelligence is the key that unlocks all the insights.

What is Journey Intelligence?

Journey IntelligenceTM is a holistic and empowered view of the customer journey that integrates analytics, mapping, orchestration, and dashboarding technologies all into one powerful, unified perspective. The whole becomes greater than the sum of its parts.

Journey intelligence provides a full understanding of the end-to-end customer experience and enables rapid and informed decision making to drive an outstanding customer experience.

Organizations that want to be customer centric (and enjoy all the business benefits of high customer satisfaction) should be embarking on a journey intelligence effort.

The good news is that it’s easier, faster, and less expensive than you think to get started.

Journey intelligence delivers on all the promises of customer experience by taking a fragmented set of applications and data and linking them to enable improved business outcomes.

  • Customer-centric companies are 60% more profitable than companies that don’t focus on customers. (source: Deloitte)
  • Brands with excellent customer experience bring in 5.7x more revenue than competitors that lag in customer experience. (source: Retail Customer Experience)
  • 84% of companies that work to improve their customer experience report an increase in their revenue. (source: Forbes)
  • A moderate increase in customer experience investment generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues. (source: Temkin Group)
  • Performance on journeys is substantially more strongly correlated with customer satisfaction than performance on touchpoints. Moreover, performance on journeys is significantly more strongly correlated with business outcomes such as revenue, churn, and repeat purchase. (source: McKinsey)

Journey intelligence gives you holistic, unified, centralized, omnichannel understanding into:

  • What your customer did in the past
  • What worked and didn’t work
  • What needs fixing
  • What you’d like them to do
  • What they’re likely to do in the future
  • How to improve the experience to get them to take the actions you want them to take

Organizations that want to be customer centric (and enjoy all the business benefits of high customer satisfaction) should be embarking on a journey intelligence effort.

Download the Business Case

If you believe that customer experience is important, then journey intelligence is the key that unlocks all the insights. Use this two page report to get other members of your work group on board with implementing journey intelligence. In addition to the content above, you’ll get access to a case study from a large US bank that we supported with journey management.

Ready to learn more?

Achieve customer experience excellence with the customer journey experts at BryterCX.

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