Five Best Practices For Understanding Customer Journeys

Universal Behavior Exchange makes IBM journey analytics capabilities possible by opening the door to a deeper understanding of customers in context. An optimal view of the buying journey over time will uncover key opportunities to exceed customer expectations and highlight possible trouble spots to reduce abandonment or attrition. Best practices for making the most of these capabilities and gaining a clear view of the customer journey include the following:

    1. Simplify access to insights
    2. Improve results through collaboration
    3. Know the paths customers take
    4. Optimize engagement and offers
    5. Get the most value from data

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5 Ways To Increase Conversion And Adoption Rates

These best practices provide a way for customer-centric companies to utilize their website optimization tools to create visibility, to gain insights about customer behavior, and most importantly, to find the right answers that enable them to provide more rapid value to their online customers.
The Customer Behavior Analytics best practices for large enterprises include:

  • Monitor customer experience key performance indicators (KPIs)
  • Proactively examine and respond to known technical issues
  • Listen to your customers
  • Prioritize customer experience issues based on business impact
  • Observe and review actual customer behavior

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