Customer Journey Analysis

Through an analysis of customer journeys, we can identify service bottlenecks and opportunities to improve your value proposition.

For a digital life insurer, we were able to identify drop-off points on their customer onboarding process. Addressing these drop off points would improve the return on marketing spend as more policies would ultimately be issued for the same sales effort.

For a leading retail bank we were able to identify common patterns of product takeup. This enabled the client to identify:

  • Which products should be bundled together at point of sale
  • What future products is each customer likely to buy
  • What products are best sold to each micro-segment – e.g. to 35 year old civil servants
  • How has the buying pattern changed over time.

Talk to us about how the journey engine can add value to your organisation.

EXAMPLE APPLICATIONS

  • Understand the product purchasing journey
  • Which products are bought together? Should these be bundled?
  • At what age do people buy cars vs houses? What would you market to a 35-year-old?
  • How does this vary by demographic