29 March, 2017
5 Ways Big Data Can Amp Up Your Customer Journey
Essentially, the customer journey is a long trail of different customer experiences.
And just like life is a journey full of many experiences, you want your customers to have long relationships with your organization, filled with many positive experiences.
According to McKinsey, 56 percent of all customer interactions happen during a multi-channel, multi-event journey. And 38 percent of all customer journeys involve more than one channel of interaction. A deeper understanding of the customer path can lead to insights that are 30 to 40 percent more predictive of customer satisfaction and churn.
It’s clear that understanding and optimizing the entire journey — not simply individual experiences — can create huge value.