[24]7, a global leader in intent-driven customer engagement solutions, announced the addition of [24]7 Customer Journey Analytics to its products and services portfolio. The company’s latest product offering analyzes and visualizes customer journeys that occur over time, extend across channels and devices, and span different IT systems, providing rich insight into the root causes of problems along a customer journey.
Customer experience problems are often difficult to diagnose and fix because they fall between the cracks of organizational silos. Companies lack methods to determine the root causes of broken customer journeys, and solving those problems is even more challenging without the technical expertise needed to improve systems and processes. By combining [24]7 Customer Journey Analytics with the [24]7 Customer Engagement Cloud, companies like Telstra, an Australian telecommunications and media company, can analyze customer experiences, identify opportunities for improvement, and implement solutions across channels that accelerate digital transformation. [24]7 is the only company that can not only diagnose, but also fix these problems, and help companies achieve measurable results.
Speed, Productivity and Business User Impact
[24]7 Customer Journey Analytics tracks and analyzes the way customers interact with companies. Customer interaction data is drawn from digital channels (web, mobile, live chat, chatbot), voice channels, and offline channels (e.g., retail stores). This data is connected with advertising and marketing systems (e.g., search and ad data), voice-of-customer/NPS systems, and back office systems (billing, ordering, provisioning, fulfillment). Nearly any type of structured or unstructured data source can be analyzed, including commercial products, proprietary systems, and third party data providers, providing companies with unprecedented insights into the customer experience.
[24]7 Customer Journey Analytics includes the following capabilities:
- Query Speed – High-velocity data fabric built for journey analytics delivers “speed-to-insight” in minutes, 100x faster than traditional solutions
- Analyst Enablement & Productivity – Visual query builder allows analysts to rapidly explore data, identify common patterns and perform root cause analysis without the need for complex query languages
- Business User Impact – Innovative visualizations designed for customer journey analytics enhance the communication of key business insights
“This technology enables analysts to query millions of customer journeys in minutes,” said Gil Winters, vice president, Customer Journey Analytics for [24]7. “This enables us to generate valuable insights in a fraction of the time of existing analytic techniques, meaning opportunities can be acted upon quickly.”
[24]7 acquired the technology, known as Customer Compass, from KPMG Capital and has re-branded it as Customer Journey Analytics. As part of the transaction, [24]7 has also recruited an analyst team with years of experience diagnosing customer journeys. KPMG member firms will continue to be able to offer this technology to clients by either licensing it or teaming with [24]7. At the same time, [24]7 will be working with KPMG teams around the world as a preferred supplier of a range of consulting and advisory services.
“With customer journey analytics now a key part of the [24]7 portfolio, we can offer clients a more strategic, integrated customer experience solution than was previously possible,” said Tim Gillis, chief executive officer, KPMG Capital. “This transaction opens up multiple possibilities to serve large enterprises globally who can benefit from [24]7’s customer acquisition and engagement solutions.”