According to Gartner, Customer journey analytics solutions continue to garner significant interest from organizations seeking to improve customer experience. A 2018 Gartner survey found that nearly half of IT and business leaders who invest in customer analytics see customer journey analytics as their top priority.
Determining which internal department will initially invest in and manage a CJA solution can be difficult, and alignment among disparate units is critical for a successful implementation. Application leaders must develop an understanding of the desired outcomes and affected KPIs based on customer journey analysis before engaging prospective vendors.
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