Understanding the customer journey is essential for businesses looking to boost engagement and build loyalty. However, achieving a cohesive view is increasingly challenging, with customer interactions now spanning multiple channels and touchpoints.
According to recent research, effective customer journey analysis and personalization can have a significant impact on a company's success: 67% of brand leaders reported exceeding ROI expectations when brand messages were personalized and contextualized, per Gartner.
Many organizations face fragmented data sources, creating a disjointed view of the customer journey and leading to missed engagement and personalization opportunities. A common pitfall is the overreliance on vanity metrics like click-through rates and page views.
Up to 65% of customer experience leaders already view AI as an indispensable tool for creating richer interactions and securing a competitive edge.
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