The State of the Customer Journey 2021

Discover the latest insights in the customer journey space and see how journeys have evolved into true orchestrated experiences.

Customer Journey 2021: New Findings

In 2020 the global pandemic thrust customer journey adoption into overdrive. In the midst of a chaotic year, many brands managed to radically change how they did business.

The State of Customer Journey Report uses real data from inside Kitewheel’s Customer Journey Hub to provide a comprehensive overview of the customer journey space. 

Our data across industry, channel, and use case in 2020, reveals new implications for 2021 and beyond.

Some of the highlights from the 2021 report:

  • Engagement and retention journeys surge
  • Web Dominates 2021 Interaction Counts 
  • Finance and Healthcare Industry Lead Decisioning Complexity 
  • CX Journeys See 24% Higher Decisioning Sophistication Vs. Marketing

Read the State of the Customer Journey 2021 Report Today:

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Add Value Across The Customer Lifecycle, Starting With A Single Use Case And Journey

Throughout this report, we discuss some of the top journey management use cases that are relevant for every industry. Check out these guides to learn the core capabilities of each use case.

How Can Your Organization Get Started Building Your Own Customer Journeys?

Getting started with customer journeys has never been this easy. After 8 years of building journeys for some of the world’s largest brands, Kitewheel now presents Journey as a Service, designed to bring our years of journey management expertise to your business.

Exceptional Success Stories