Gartner Research

China Summary Translation: Technology Overview of Customer Journey Analytics

Published: 19 June 2015

ID: G00277244

Analyst(s): Sandy Shen , Jason Daigler


Evaluating customer engagement in channel silos misrepresents the complete picture of a customer journey. Similarly, analysis of customer journeys without sufficient data can also mislead. IT leaders should consider investments in and organizational changes to support customer journey analytics.

Table Of Contents



Technology Overview for Customer Journey Analytics

  • Key Findings
  • Recommendations

What You Need to Know


  • Technology Description
    • Customer Journey Analytics Nomenclature
    • Customer Journey Analytics Phases
    • Authentication and Connecting Journeys
  • Uses
    • Industries
    • Adoption
  • Benefits and Risks
    • Enhanced Digital Commerce Customer Experience
    • More Effective Customer Engagement
    • Better Metrics and Management
    • Complexity
    • Privacy
    • Organizational Changes
  • Selection Guidelines
    • Channel Inclusion
    • Vendor Capabilities

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