RESEARCH
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The shift to customer journey insights
The shift to customer journey insights
Customer insights are critical to customer experience programs. However, current insights’ efforts tend to focus on individual interactions rather than on a customer’s entire journey, and as a result, they often fail to provide a complete picture of a customer’s experience with the company. This report helps companies shift their insights efforts from concentrating narrowly on single transactions to focusing broadly on customers’ journeys.
This report was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018. It has been reformatted, but no substantive changes have been made to the content.
In this report, you'll learn
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- An approach to create a comprehensive view of journeys called Customer Journey Insights (CJI).
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- Examples of best practices from companies that are applying these strategies to develop a more complete understanding of their customers’ journeys.
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- How to maser these strategies through three stages: 1) Customer Journey Orientation, 2) Customer Journey Enablement, and 3) Customer Journey Mastery.
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