Gartner Research

Using Machine Learning to Analyze and Optimize Customer Journeys

Published: 19 November 2018

Summary

Organizations accumulate data from every interaction they have with their customers across a growing number of customer-facing systems. Technical professionals responsible for customer experience and analytics should use machine learning to get a more comprehensive view of customer journeys.

Included in Full Research

  • Using Machine Learning to Support CJA
    • Architectural Overview of an ML-Enabled Customer Journey Analytics Solution
    • Build or Buy an ML-Enabled CJA Solution
    • ML Algorithms in Support of Customer Journey Data Analysis
  • Strengths
  • Weaknesses
  • Understanding Customer Journeys
    • ML in Support of Data Preparation for CJA

Analysts:

Soyeb Barot Bill Delrieu

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