Journey Management
Focusing the business on enhancing the holistic customer experience instead of siloed channel improvements
What is Journey Management?
“The practices of journey mapping, journey visioning, and journey orchestration, to improve customer experiences and business results across all phases of the customer life cycle.”
– Forrester Definition of Journey Management
Kitewheel Drives the Theoretical into an Actionable Strategy:
The Kitewheel Customer Journey Hub
The Kitewheel Hub connects to every tool in your marketing, CX and sales stacks, listening to customer behavior across every channel and delivering personalized messages via marketing automation, CRM, CMS, and programmatic ad tools all at the proper cadence. The result is a truly seamless experience for your customers.
Align Stakeholder Objectives With Kitewheel’s Journey Mapping Software
Use journey mapping to make journey maps actionable at scale.
Many CX pros struggle to get value out of the journey maps they’ve created. Journey mapping tools aim to help, by digitizing journey maps to let companies share and collaborate on them (even remotely) and evolve them over time. By utilizing AI machine learning and rules-based decisioning, we’re able to automate the process and deliver improved CX in real-time.
Discover And Understand Your Data With Kitewheel’s Journey Analytics Software
Use journey analytics to take a data-driven approach to understanding key journeys.
CX pros can do a better job of accurately depicting journeys that matter. How? By joining together data across channels and touchpoints to assess current-state journeys and test and monitor the impact of journey-based improvements on future journeys and KPIs. Journey visioning platforms are designed to make this possible.
Make Real-Time Decisions With Kitewheel’s Journey Orchestration Software
Use journey orchestration to automate and scale by executing journeys in real time.
More advanced businesses seek to use real-time data at the individual customer level to predict future behavior and adjust the customer journey in the moment, which can lead to increased customer lifetime value, operational efficiency, and business results. This is what customer journey orchestration software platforms are intended to achieve.
Why Journey Management Is Valuable To You:
Orchestration
Automating real actions for customers, not simply creating data/segments
Real-Time Analytics
Orchestration fails if real-time data is not available, businesses fail if slow to react to change
The “Outside In” Journey for the entire customer lifecycle
CX, Marketing, Sales and Service, always listening, channel independent actions
Real-time Decisioning using logic, rules, predictive models and AI/ML
Centralized brain for data-driven journeys, Next Best Experience, embrace decision science
Scale and Performance
The best just got way better – 20x performance improvement in last year, Enterprise power
Data Integration & Management
Connect your existing tech stack with an agnostic API library of over 100+ connectors
Customer Results That Speak For Themselves
Financial Organization Improves Paid Media Performance 10x With Cross-Channel Engagement
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Motoring Organization Uses Kitewheel to Drive Into Internet of Things (IoT)
Read MoreAllianz tripled premium sales by linking web activity to personalized email
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Ford increases key conversion metrics 4x, 24x, 48x by linking sales funnel across channels
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Volkswagen Uses Personalization to Triple Engagement & Double Conversion
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Coca-Cola leveraged social insights to multiply sharing of brand messages by 7x
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Europe’s Leading Airline Treats MVPs Right, Integrating Call Center with Other Systems
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Gerber increased sales by 27% with a 2 year, personalized cross-channel journey
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Brighthouse Provides Better Real-time Customer Service in Stores
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Stonegate Pubs increases loyalty membership 500% with social amplification & digital delivery
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Jaguar drives 8% CTRs on social, opens hundreds of sales opportunities with Social Lead Generation
Read MoreWhat Does It Take To Get Started?
Download our guide to the Fundamentals of Journey Management to learn the first steps to getting your customer journey program off the ground.