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Customer Journey Analytics
Project type
Customer journey map and touchpoint analysis
Date
March 2016
Location
Bangalore and USA
AI and ML can track and analyze a customer's entire journey across touchpoints (website, mobile app, customer service interactions, etc.). This allows businesses to identify pain points and optimize the overall experience.
Predictive Analytics: Helps forecast customer behavior (e.g., likelihood of purchase, churn risk) and allows for proactive engagement.
Segmentation: Grouping customers based on behavior patterns to deliver more relevant experiences.
Example:
An airline might use journey analytics to understand customer interactions across booking, check-in, and boarding, enabling them to streamline processes or personalize offers (e.g., seat upgrades or discounts on future flights).