Blog Archives | Page 3 of 3

An Easy Roadmap to Complex Customer Journey Measures

Written on May 30, 2018. Posted in Blog.

Even seemingly simple journeys are complex, multidimensional constructs. It might help to compare journeys to something like DNA—not the static diagram of a middle school textbook, but a 3D model of intricate protein pairings that are rotating, spinning...

Your Customer Journey Program: From Beginner’s Luck to Scalable Process

Written on April 13, 2018. Posted in Blog.

Get started, even a chaotic start For most enterprises, Customer Journey Analytics usually starts like the Wild West. An acute pain is presented from the executive team – unexpected drops in CSAT, spikes in servicing costs, or an angry guest...

A 360-Degree View of Customer Journeys – Going Beyond Customer Perspective

Written on March 15, 2018. Posted in Blog.

A 2D Photo or a 3D Statue? For many, a 360-degree view of the customer is about knowing everything about the customer. Viewing them from all sides, seeing all aspects, collecting every possible detail of the customer. We look at the following...

The Business Value of Clustered Customer Journeys

Written on February 20, 2018. Posted in Blog.

The Basics of Digital Containment Digital containment is one of the mainstay use cases of customer journey analytics. In its simplest form, the digital containment use case requires just two data sources: the digital channel (web or mobile)...

You Can Journey That

Written on February 13, 2018. Posted in Blog, Financial Services Blog.

A guest post by Lori Bieda, Head, Analytics Centre of Excellence at BMO Financial Everybody, everything is on a journey – having come from somewhere or en route to somewhere else. We have a saying in our analytics team, “You can journey that!”...

The Riddle of Intelligent Decision Making

Written on January 24, 2018. Posted in Blog.

At 35,000 feet over the Pacific, I like knowing that there is a highly trained pilot in the cockpit. That person has tons of data in front of them and the support of sophisticated ground-based command and control systems. Flying is now safer even...

Don’t Make This Mistake in Your Customer Journey Analytics Strategy

Written on April 17, 2017. Posted in Blog.

Restructuring around Journeys When first starting on the path to Customer Journey Analytics, an organization often begins with simple cross-channel metrics. The first visibility into the number of customers who interact on two channels in rapid...