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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

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THE KITEWHEEL IMPACT

“In today’s environment of polluted communications, it’s imperative that we deliver only relevant messages. Kitewheel is a critical component to deliver the right message to the right person at the right time via the right channel,” said Steven Shapiro, VP Digital and Buyer’s Journey at Informatica. “We were looking for the right partner to play the quarterback role in our Tech Stack. Kitewheel’s expertise and technology enables us to deliver effective journeys for our prospects and customers. With their help, we’re already seeing ~ 30% deal size and win rate lift.”

THE VALUE OF CUSTOMER JOURNEY ORCHESTRATION

POWERFUL JOURNEY DISCOVERY

UNMATCHED ORCHESTRATION

FULL-JOURNEY ANALYTICS

PEERLESS CONNECTIVITY

Exceptional Success Stories