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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.

• ZEPIC
  4.0

  1 Review

Gartner defines email marketing as the use of the email channel to deliver and optimize marketing messages — such as brand newsletters or contextually relevant, real-time and personalized communications — in support of engagement across the customer journey. Email service providers often bolster their technology platforms with supplementary managed services to improve the value and scalability of the email channel. Email marketing helps marketers deliver information to their audiences after obtaining an email address. This can take the form of product or service updates, new promotions, transaction updates and more. As a relatively inexpensive method for communicating at scale with contacts, email provides value for different use cases across the full customer-engagement life span. Email is the most effective channel for several marketing objectives, including demand generation, conversion to sales, and customer loyalty and advocacy.

• ZEPIC
  5.0

  2 Reviews