CX/OMNI

CUSTOMER JOURNEY ANALYSIS

F E A T U R E S

  • Customer Journey Analysis: Automatic Analysis of the most relevant journeys by Process Mining
  • Visualization of cross-system journeys in a central hub
  • Data Linking: Connect different data sources across the individual touchpoints of a journey to create a unified view of a customer
  • Discover and visualize frequent, expensive, problematic or promising customer journeys based on large amounts of existing data (CX metrics, VoC, Web and mobile analytics, CRM, call center, etc.)
  • Create a repository of data-driven Journey Maps: For analysis, to measure interactions and to model future behavior using AI algorithms

Import and analyze your touchpoints and the actual customer journeys of your customers through Process Mining.

Customer Journey Analysis

More than 50 data sources

Customer Journey Analytics

Customer Journey Analysis | Use Cases

PROCESS MINING
SERVICE CENTER JOURNEY
CONVERSION FUNNEL
Use Case / StakeholderC-LEVEL (CEO/CMO/ COO)BRAND MANAGERMARKET RESEARCH ANALYSTCUSTOMER EXPERIENCE & INSIGHTS MANAGERBI & DATA ANALYTICS MANAGERONLINE MARKETING / E-COMMERCE MANAGERCRM MANAGER(SALES/ SUPPORT) PROCESS MANAGERMANAGER CUSTOMER SUPPORT
Analyze customer journeys and their performance
Recognize most frequent journeys up to Call-to-Action
Visualize Sales Funnel system-wide
Analyze and visualize campaign journeys
Measuring performance of the support process via process mining

Enabling CX Transformation