Retail Customer Experience InMoment Highlight: Understand and Predict Customer Needs with Customer Journey Analytics

Remember when you could enter a store, purchase a product, and be on your way? Neither can we. Customer journeys can change on a dime and the only guarantee is that today’s journey looks nothing like yesterday’s — and tomorrow’s will certainly be something new.

With this everchanging landscape, it’s crucial to identify and understand what elements of the experience have the greatest impact on the outcomes you care about, as well as how to prioritize those variables and other key touchpoints throughout the customer journey to improve today’s and tomorrow’s experiences.

According to G2 Crowd, customer journey analytics software “tracks, weaves together, and analyzes customer interactions across all channels so that businesses can react in real time and execute behavior-driven strategies.”

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