The methods and approaches organizations are using for understanding and optimizing customer journeys, including:
- Customer journey mapping
- Defining journey stages
- Defining journey-based metrics, KPIs or milestones
- Analyzing and optimizing each customer touchpoint or channel independently
- Analyzing connected customer interactions across three or more channels & over time
- Customer journey analytics
- Customer journey management
- Defining behaviors that indicate which customers will reach their goal
- Customer journey testing/optimization
- Customer journey orchestration
