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Gartner defines customer journey analytics and orchestration (CJA/O) as solutions that track and analyze how customers and prospects interact with an organization across multiple channels over time. Most CJA/O solutions subsequently enable organizations to prioritize and orchestrate real-time improvements to the customer experience in multichannel journeys throughout the end-to-end customer life cycle. The journey lens provided by CJA/O solutions offers insights by combining cross-channel interaction data with transactional, voice of the customer (VoC) and customer profile data on a time axis. Other types of analysis in isolation cannot achieve this. This enables data-driven predictions at scale and experimentation with multichannel interventions that can be robustly verified as driving increased customer satisfaction, retention and lifetime value.

• Scuba
  3.6

  11 Reviews