Customer journey analytics
It combines touchpoints such as ads, website visits, product events, support contacts, messages, and purchases into a sequence. Teams use it to identify common paths, delays, handoff problems, and moments that influence conversion or churn. Reliable journey analysis depends on identity resolution, consistent timestamps, channel coverage, and careful handling of consent and privacy.
What is Customer journey analytics?
Customer journey analytics connects interactions across channels and time to understand how people progress toward—or away from—an outcome.
Why it matters
It combines touchpoints such as ads, website visits, product events, support contacts, messages, and purchases into a sequence. Teams use it to identify common paths, delays, handoff problems, and moments that influence conversion or churn. Reliable journey analysis depends on identity resolution, consistent timestamps, channel coverage, and careful handling of consent and privacy.
Example
A bank analyzes the sequence from ad click to application, identity verification, support contact, and account funding to find where applicants stall.