Customer Journey Blog: Articles on Data Science & More

Call center savings and journey analytics Call center savings and journey analytics

How Customer Journey Analytics Spotlights Call Center Savings

Written on August 27, 2018. Posted in Blog, Call Center, Financial Services Blog.

The need to optimize service operations and manage their costs is a fundamental driver of modern business. Executives responsible for websites, mobile platforms, call centers, IVRs and other points of contact are vigilant for new savings opportunities...

Event data collection Event data collection

Sequence Matters: The Best Way To Add Context To Your Events

Written on August 15, 2018. Posted in Blog. Leave a Comment

Events are a fundamental building block in journeys, so it is not surprising that organizations feel a sense of accomplishment when they arrange their data capture to turn most everything into an event. There is reasonable analysis that can be done...

Data journey mapping Data journey mapping

Journey Analytics Begins Where Journey Mapping Ends

Written on July 31, 2018. Posted in Blog.

The concept of a customer ‘journey’ is not new. These original ‘journeys’ were largely relegated to single channel views that reflected traditional business silos. Mobile journeys were run by the mobile team. Call center journeys were managed by...

CX Decision Making Requires a Wider Lens

Written on July 13, 2018. Posted in Blog.

Not long ago, a travel website ran an ad that caught my attention. It starts with a lovely image of sun-dappled waves lapping softly against pristine, powdery sand – the kind of scene of which vacation dreams are made. Then, the camera pulls back...

Capgemini & BryterCX Raise the Bar for Customer Experience

Written on July 12, 2018. Posted in Blog, Press Release.

By BryterCX and Alvi Abuaf, Sr. VP Head of Financial Services, Capgemini Business owners have long had to make decisions based on data managed, massaged, and analyzed by others, all the while crossing their fingers and hoping that what they...

How To Get Started with Agile Customer Journey Mapping

Written on May 30, 2018. Posted in Blog.

The Core of a Functional Agile Process Choosing an Agile process for your customer experience analytics team can be difficult. The software development community has a multitude of “standard” frameworks. Scrum, Kanban, Scrumban, Lean, RAD....

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...

How Customer Journey Analytics Spotlights Call Center Savings

Sequence Matters: The Best Way To Add Context To Your Events

Journey Analytics Begins Where Journey Mapping Ends

CX Decision Making Requires a Wider Lens

Capgemini & BryterCX Raise the Bar for Customer Experience

How To Get Started with Agile Customer Journey Mapping

An Easy Roadmap to Complex Customer Journey Measures

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

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

The Business Value of Clustered Customer Journeys

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