- faster and more insightful decision making
- optimal use of valuable resources
- reduced time spent on data analysis
3 Ways Customer Journey Analytics Makes CX Analysis More Efficient
by Ken Brisco
October 23, 2019
Sometimes it's the journey that teaches you the most about your destination. The customer journey speaks volumes about the paths that lead customers to exceptional experiences or problematic outcomes. This sentiment certainly rings true for Western Union's recent implementation of NICE Nexidia's Customer Journey Analytics to ensure a frictionless payments experience for their customers. Journey analytics stitch together all customer interactions to understand the customer experience across multiple channels and over time. It provides insight into how and why customers behave the way they do. Here are 3 ways that organizations are utilizing journey analytics to make customer experience analysis easier and more efficient: