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Report Kitewheel The State of the Customer Journey 2019

The State of the Customer Journey 2019

This 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.

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Highlights include:

  • 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