The State of the Customer Journey 2019This year’s report includes a breakdown of 10 billion journey interactions by channel and industry.
Now in its fifth year of publication, Kitewheel’s annual State of Customer Journey Report provides a comprehensive overview of how brands and agencies from different industries are facilitating customer experiences across a wide range of channels.
Report Snap Shot
- Total journey interactions reach nearly 5 billion
- Customer journey management has arrived: It is now a standard, proven, accepted practice
- More than ever before, B2B or B2C businesses are leveraging the power of customer journey management
- Retail still dominates on customer journey volume, but also pulls ahead in number of channels and maturity