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How to Get Started with Customer Journey Analytics

Original Presentation Date

Jul 14, 2021

Key Takeaways

In this webinar, experts from Merkle will share a recommended framework as well as:

  • Why customer journey analytics are important to nurture audiences and move the needle
  • How a national biopharmaceutical organization uses customer journey analytics to inform promotions, messaging sequencing, and measurement over time
  • Tips to quickly put customer journey analytics into practice with Merkle’s Customer Journey Analytics Accelerator

Detailed Overview

Customer journey analytics is the approach to building informed customer experiences. Today, delivering great, relevant customer experiences is more crucial than ever. In fact, according to PwC, the number of companies investing in the omni-channel experience has jumped from 20% to more than 80%. As customer journeys evolve, it requires new skills and approaches to get it right. It starts with informing how we understand the customer, then it influences how we design the experiences, how we operationalize the necessary change, and helps to shape individual experiences in real time.

Customer journey analytics ensures a systematic means of evaluating and monitoring outcomes and improving the process. But how can organizations make this a reality in their strategy?



Alice Harmon

Sr. Director, Analytics

Amanda Gessert

Analytics Solutions Lead

Scott Nuernberger

Analytics Solution Lead

Shirli Zelcer

Head of Analytics and Data