Erase Friction in the Customer Journey with Journey Insights and Analytics

Posted by Sven-Olof Husmark

3/24/2017

Creating a consistent customer journey that narrows the gaps between digital and real world environments often means identifying friction points, understanding why they exist and having the resources in place to fix them quickly.

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Topics: business intelligence

How to Integrate BI for the Best Possible Customer Experience

Posted by Jeff Green

7/14/2016

Last week, we looked at why it is important to collect, process, and engage customer journey analytics. We made the point that it’s impossible to analyze and learn from data you haven’t collected. This week, we look at how to integrate a business intelligence (BI) function into every component of your customer journey platform.

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Topics: business intelligence

The Loyalty Imperative: How BI Strengthens Relationships and Profit

Posted by Jeff Green

7/7/2016

Fact: Retaining a customer costs roughly seven times less than attracting a new one.[1]

Fact:  Improving customer retention rates among the right customers can improve profits by up to 95%.[2]

Fact:  Most organizations notice customer churn rates about six months past the point when they actually failed the customer.[3]

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Topics: business intelligence