What does reducing customer friction look like for my company?

An Easy Roadmap to Complex Customer Journey Measures

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...

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The Business Value of Clustered Customer Journeys

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)...

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You Can Journey That

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!”...

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The Riddle of Intelligent Decision Making

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...

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