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News : Kitewheel Unveils Journey Steps for End-to-End Customer Journey Measurement

#contactcenterworld

Boston, MA, USA, Sept, 2019 -- Kitewheel, the provider of a customer journey platform, announced that it has launched new journey measurement capabilities that solve an industry-wide problem. At a time when customer experience matters more than ever, Kitewheel’s Journey Steps provide unified customer journey measurement that ties engagement directly to specific brand and business goals.

Kitewheel has added the new Journey Steps measurement framework to its Customer Journey Hub. In an age where customer experience is more valuable than brand identity, this new data-driven framework gives brand and customer experience teams the ability to set specific journey steps as customer journey objectives that become the building blocks for journey mapping, orchestration, and measurement. 

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According to an August 2019 Forrester report, "The Journey Measurement Framework: Assess And Predict Journey Performance," customer experience professionals often don’t know whether the customer journeys they implement deliver actual value to customers. They are looking for reliable KPIs that combine organizational goals and customer satisfaction. "CX pros face a new challenge," writes Maxie Schmidt-Subramanian and Joana van den Brink-Quintanilha. "They must measure whether customer journeys are successful. Why? To more effectively prioritize CX improvement efforts and gauge whether those efforts are working."

The Kitewheel Journey Step framework empowers organizations to visualize the relationships between disparate customer interactions and analyze the effectiveness of entire sequences of touchpoints.

"Kitewheel takes a data-driven model and applies it to the design and build-out of impactful and customer-centric journeys," said Joshua Berkowitz, Vice President of Product at Kitewheel. "We have built this framework to provide a unified view of journey performance, a natural progression for us at Kitewheel based on our deep expertise in Journey Management."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About Kitewheel:
Kitewheel orchestrates intelligent customer journeys by unifying decisions across all touchpoints for brands and their agencies. Kitewheel’s innovative Customer Journey Hub unifies disparate systems, touchpoints, and technologies to provide seamless customer experiences that drive real-time revenue as well as long-term loyalty. Kitewheel serves its global partner and client base from offices in Boston, New York City and London.
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Today's Tip of the Day - Loyalty Versus Satisfaction

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Published: Thursday, September 19, 2019

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2020 Buyers Guide Visual Communications

 
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Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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