State of Customer Journey in 2019
Discover how the customer journey space has evolved beyond simply mapping and into true orchestrated experiences.
Customer Journey 2019: New Findings
Now in its fifth year of publication, 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 10 billion journey interactions by channel and industry.
Some of the highlights from the report:
- Total journey interactions reach nearly 5 billion in 2018 – up from just 400 million when we began in 2014
- Customer journey management has arrived: It is now a standard, proven, accepted practice
- More than ever before, B2B or B2C, small, medium, or large, businesses are leveraging the power of customer journey management
- Retail still dominates on customer journey volume, but also pulls ahead in number of channels and maturity