A lot of companies are focused on customer journeys and we all know why journeys matter. However many companies struggle to assess whether journeys are successful for the customer and the company. How well does each journey perform? Does it deliver value to customers? Does it meet short-term and long-term organizational goals?
In this episode, we discuss with VP Principal Analyst Joana Quintanilha, about the journey measurement framework she created with VP Principal Analyst Maxie Schmidt where it quantifies journey performance by defining end-of journey success metrics and in-journey signals that predict journey success.
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