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Dealing with Messy Data

Clients think they can’t build a journey management program until and unless their data is all organized in an accessible taxonomy.The problem is that absolutely no one has their data organized until they start with a small, scalable project to improve it. If your data is a mess, this guide will help you break through the four myths around data.

Overcoming Roadblocks to Data Access

In order to build a customer journey management program that will deliver outstanding ROI, you need data. For most enterprises, data exists in silos, and access to this data can be highly politicized within the enterprise. We offer three tips for getting your hands on the data.

Demystifying Common Journeys for Utilities

Utility companies that understand the path their customers go through to accomplish a task and are able to apply journey mapping to create a visual representation of the desired path that they want their customers to experience are one step closer to complete CX illumination.

Demystifying Common Journeys for Banking & Financial Services

Banks and financial service companies that understand the path their customers go through to accomplish a task and are able to apply journey mapping to create a visual representation of the desired path that they want their customers to experience are one step closer to complete CX illumination.

Demystifying Common Journeys for Retail

Retailers that understand the path their customers go through to accomplish a task and are able to apply journey mapping to create a visual representation of the desired path that they want their customers to experience are one step closer to complete CX illumination.

Demystifying Common Journeys for Telecom

Telecom companies that understand the path their customers go through to accomplish a task and are able to apply journey mapping to create a visual representation of the desired path that they want their customers to experience are one step closer to complete CX illumination.

Demystifying Common Journeys for Insurance

Insurance companies that understand the path their customers go through to accomplish a task and are able to apply journey mapping to create a visual representation of the desired path that they want their customers to experience are one step closer to complete CX illumination.

Demystifying Common Journeys for Travel & Hospitality

Travel and hospitality companies that understand the path their customers go through to accomplish a task and are able to apply journey mapping to create a visual representation of the desired path that they want their customers to experience are one step closer to complete CX illumination.

Path to Maturity

Using a progressive approach, enterprises can build a journey management program that delivers ROI at every stage.

Overcoming Roadblocks

Traditionally, understanding customer journeys has been very complex, difficult, and expensive to achieve. But it doesn’t have to be. Help your company embrace journey intelligence by learning the common roadblocks that can arise and how to address them.

Journey Intelligence 101

Journey intelligence is a holistic view of the customer journey that enables rapid and informed decision-making to improve CX and business outcomes. A philosophy rather than a specific technology, journey intelligence typically includes analytics, mapping, orchestration, and actionable dashboards.

The Unexpected in Financial Services

Using journey analytics, financial services organizations are able to see a myriad of customer journey detail. Find out how one bank improved their process and web platforms after evaluating in-depth customer journey data. 

The Unexpected in Telecom

Reducing customer service call volume is a frequently cited objective for many businesses. And with a customer base of nearly 100 million subscribers, like that of a major US wireless carrier, those challenges are amplified dramatically. 

The Unexpected in Utilities

Most companies think they know what’s happening with their customers. The truth is that customer journey analysis almost always leads to finding the unexpected, empowering companies to see what’s really happening with their customers across channels.

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