What is Customer Journey Analytics
Customer journey analytics involve the data associated with a customer’s multiple interactions with a company. McKinsey found that 56% of all customer interactions occur during a multi-event, multi-channel journey, while 38% of all customer journeys involve more than one channel of interaction. The customer journey itself includes a “discrete beginning and end across time” and tends to be cross-functional in nature. The implication for businesses and enterprises is that data silos cannot accurately capture all of the customer journey data, making it necessary for organizations to implement a solution that captures customer journey analytics rather than segmented customer data.
Companies that utilize customer journey analytics see a 15-20% reduction in calls and visits and a decrease in customer churn. Indeed, McKinsey found that journeys are 30-40% more predictive of customer satisfaction and churn, and that organizations that analyze the customer journey win in customer experience and growth. The trick is for organizations to determine which customer journeys matter most. NGDATA’s AI-powered CDP not only gives organizations access to thousands of metrics for each customer from the earliest prospect stage of the journey through long-term, loyal customers, but it also builds individual customer DNA profiles in real time, taking the guessing out of customer journey analytics.
Learn more about NGDATA’s AI-powered CDP, the leading customer journey analytics solution platfrom NGDATA. Or, get in touch with an NGDATA representative via email or phone to learn how the NGDATA CDP can transform your customer data into actionable insights.
Benefits of Customer Journey Analytics with NGDATA’s AI-powered CDP
Implementing customer journey analytics is core to improving the customer experience and driving brand loyalty. By visualizing and mapping the customer journey by persona, optimizing the right journey attributes to increase yields, enabling marketers to identify journey bottlenecks, and leveraging actual customer behavior data, organizations are better equipped to make data-driven decisions and personalize the experience for each individual customer. The right customer journey analytics solution gives organizations insight into their customers in terms of the big picture, so that you know where your customers are, what their goals are, and which channels they are utilizing to interact with your company at every step of their journey.
NGDATA’s AI-powered CDP eliminates the fragmented customer data that plagues companies that are stuck with siloed data. Ultimately, NGDATA’s CDP gives organizations the necessary visibility into the entire customer journey to put the customer at the center of your decisions and actions. With the individualized customer intelligence delivered by NGDATA’s CDP, you will be able to communicate with an entirely customer-centric approach and deliver greater impact and results by creating a much larger pool of customer journey analytics users within your organization.
Learn more about NGDATA’s AI-powered CDP, the leading customer journey analytics solutions platform from NGDATA. Or, to speak with a representative of NGDATA for more information, contact us via email or phone.
Advantages of the NGDATA CDP’s Customer DNA
NGDATA’s AI-powered CDP gives organizations a complete view of the customer journey by aggregating all customer data from every available data source, regardless if it is from a data warehouse, a CRM system, a contact center application, a data lake, or from online or social media activities. NGDATA’s CDP also becomes more intelligent as the customer journey progresses and as more data sources are added to enhance the customer DNA over time. The NGDATA CDP then transforms all of the customer journey data into key metrics that represent detailed information about each customer. Better yet, all of the NGDATA CDP’s Customer DNA metrics are calculated in real time, so you will know exactly where your customers are on the journey and be able to respond appropriately and with relevance.
In fact, the real-time nature of Customer DNA becomes a crucial component of customer journey analytics because it updates with each new customer interaction, at every step of the customer journey. Without requiring continual help from IT, you will be able to access the most up-to-date trends and preferences of individual customers. You’ll also be able to put individual metrics into perspective by comparing an individual customer DNA with a set of metrics defined by you. You will see how the customer journey is impacting your business, while it is happening.
With Customer DNA, your organization also gains the advantage of having a single view of the customer, at every step of the customer journey. You have insight into your customers that enables you to deliver truly personalized customer experiences because you will know the channel preferences of each customer and be able to build authentic omni-channel customer profiles. The NGDATA CDP’s Customer DNA also affords organizations the advantage of having a central location for individual customer profiles that contain thousands of real-time behavioral metrics, while tracking and optimizing the customer journey like no other customer journey analytics solution can.
The NGDATA CDP and Customer DNA give data-driven organizations the ability to operationalize data analytics through a real-time, analytics-based solution that has been proven to improve customer satisfaction, reduce attrition, enhance retention, and increase profit margins. NGDATA’s AI-powered CDP is a customer journey analytics solution that puts organizations in control of the customer journey by delivering insights and executing on them, in order to connect data and business and put customers at the center of it all. Thanks to NGDATA’s CDP, organizations can deliver timely, relevant, contextually-aware, personalized offers and experiences to customers throughout the course of their journey.
Learn more about NGDATA’s AI-powered CDP, the leading customer journey analytics solution from NGDATA. Or, get in touch with an NGDATA representative via email or phone to learn how the NGDATA CDP can transform your customer data into actionable insights.