Customer journey analytics is the science of analysing customer behaviour across touchpoints and over time to measure the impact of customer behaviour on business outcomes. Journey analytics accelerates a company’s ability to analyse customer journeys individually and at scale, and to score journey performance. It’s a key component in effectively orchestrating personalised customer experiences as it allows for the examination of the experience from end to end, touchpoint to touchpoint, to see where customers are getting stuck or churning and where they’re succeeding.
