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The State of the Customer Journey 2020

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

Customer Journey 2020: New Findings

Kitewheel’s annual State of Customer Journey Report provides a comprehensive overview of how brands and agencies from different industries are facilitating customer experiences across a wide range of channels. This year’s report includes a breakdown of nearly 18 billion journey interactions by channel and industry.

Some of the highlights from the report:

  • Total journey interactions reach nearly 8 billion in 2019 – up from just 400 million when we began in 2014
  • Email remains a vibrant part of the customer journey, making up 1 in every 7 journey interactions
  • Enterprise B2C Marketing teams reassert their leadership role, using the power of customer journey management more than ever before
  • Driving customer engagement and retention demonstrates strong growth as sales-specific personalization shrinks

Read the State of the Customer Journey 2020 Report Today:

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81% of Customer Journey Interactions are Bottom of Funnel
Email interactions
Email interactions (1)
marketing reasserts role

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UNMATCHED ORCHESTRATION

FULL-JOURNEY ANALYTICS

PEERLESS CONNECTIVITY

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