The State of the Customer Journey 2017 Report

OVERVIEW:

Kitewheel’s third annual State of the Customer Journey Report offers unique insight into how global brands and agencies are reaching consumers across a wide variety of digital and physical channels, as well as a number of key industry verticals. The 2017 edition features a new breakdown of interactions based on use cases, as well data from the IoT – one of this year’s new, and fastest-growing channels.

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KEY FINDINGS INCLUDE:

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Total journey interactions more than tripled between 2015 and 2016, and havemore than quadrupled since 2014

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Email interactions grew 12x YoY as the channel remains a go-to for personalized messages

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Social interactions now make up just 5% of the total, down from 90% in 2014

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The IoT now accounts for about 30% of all journey interactions on the Kitewheel platform

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