Interaction Analytics

Organizations spend way too much time and energy worrying whether their software systems work correctly, and whether their data is correct, or clean. We believe that the real differentiator for success in Branded Customer Experience initiatives is the correct alignment of your business to the software and data you have - they can deliver success if you ask the right questions, and give them the right instructions - i.e. aligning your systems and data to your brand behaviors and journeys.

The number one priority from your systems is to understand the impact of ALL the interactions you have with your customers. The sum and interplay of all these interactions are the essence of the customers experience. Are there too many messages, do some customers receive too few, and when do they conflict and confuse?

In a modern multi-channel business standard analytic tools are set up to help understand the performance of a product, or perhaps of a channel, or maybe of your team members - but rarely do they look at the interplay of all the interactions with each individual customer, and then overlay those onto the key customer journeys ad brand behaviors.

Journey-Smiths can help you take a different look at your data, from the customers perspective, and see where your interactions are overloaded, or missing, or maybe plain confusing.

Remember: A confused customer never buys anything!