Customer Journey Analytics Statistics 2024 – Everything You Need to Know

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Are you looking to add Customer Journey Analytics to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Customer Journey Analytics statistics of 2024.

My team and I scanned the entire web and collected all the most useful Customer Journey Analytics stats on this page. You don’t need to check any other resource on the web for any Customer Journey Analytics statistics. All are here only 🙂

How much of an impact will Customer Journey Analytics have on your day-to-day? or the day-to-day of your business? Should you invest in Customer Journey Analytics? We will answer all your Customer Journey Analytics related questions here.

Please read the page carefully and don’t miss any word. 🙂

Best Customer Journey Analytics Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 178 Customer Journey Analytics Statistics on this page 🙂

Customer Journey Analytics Benefits Statistics

  • However, despite the benefits good customer experience provides, there is still 11% who say it is only somewhat important and 2% who say it is not important to their organization at all. [0]

Customer Journey Analytics Usage Statistics

  • According to Stat Counter, 52% of all internet traffic now comes from mobile, with desktop usage on a trending decline. [1]

Customer Journey Analytics Market Statistics

  • The CX Management market in the US reached 49%of consumers have left a brand in the past year due to poor customer experience. [2]
  • 83%of executives feel that unimproved CX presents them with considerable revenue and market share risks. [2]
  • By 2024,25%of organizations expect they will integrate marketing, sales, and customer experience into a single function. [2]
  • Leading marketers are 58% more likely than mainstream marketers to strongly agree that first party data is a strategic asset. [3]
  • It competes against better known systems from ADT, Google Nest, and Ring, and although it has earned stellar reviews from industry analysts and customers, its market share is only 2%. [4]
  • 52% of marketers adapt their strategies and tactics based on customer interactions and feedback. [5]
  • 75% of marketers say they will be responsible for the endto end experience over the customer’s lifetime. [5]
  • 62% of marketing leaders said use of online customer data at their firms increased in the last two years, and 70% said they expect to use more online data in the next two years. [5]
  • With customer experience being a key part of converting customers and bringing them back, it’s probably no surprise that 87% of marketing, CX and analytics professionals say that customer experience is very or extremely important to their business. [0]
  • Of those marketing professionals who have developed a strategy, 79% say that their primary objective for it is to improve customer retention/satisfaction. [0]
  • Some 57% of marketing professionals say that the best tactic for improving customer experience is collecting customer feedback. [0]
  • Temkin 77% of marketing leaders agree or strongly agree that they use automation to improve CX. [6]
  • PwC 82% of organizations’ ROI on marketing technology improved in 2020. [6]
  • Acquia 60% of marketers are concerned that they are at a competitive disadvantage due to CX. [6]
  • 45% of businesses manage CX through their customer service team, while 30% have marketing manage customer experience. [6]
  • 41% of marketers state that creating new content for customer engagement was a top challenge for 2020. [6]
  • 81% of CX marketers predicted they would be competing almost entirely on CX by 2019. [6]
  • McKinsey 44% of marketers are focused on AI and machine learning. [6]

Customer Journey Analytics Software Statistics

  • Worldwide artificial intelligence software revenue is forecast to total$62.5Bin 2024, an increase of 21.3% from 2021. [2]

Customer Journey Analytics Adoption Statistics

  • all brands report AI adoption in at least one function, up from 50% in 2020. [2]
  • And 7!% of survey respondents expect brands to already offer support over messaging, The adoption of chatbots to improve the customer experience is worthwhile. [7]

Customer Journey Analytics Latest Statistics

  • But what you probably don’t realize is that even knowing these things won’t prepare you for this a staggering 98 percent of all consumers never make a purchase after just one visit. [8]
  • What’s more daunting is that even when visiting a brand’s website or mobile app with the intent of purchasing, 32 percent of consumers rarely or never make a purchase. [8]
  • A study found that 30 percent of respondents identified UX and customer journey analytics as the biggest challenge to their organization — higher than any other category. [8]
  • For example, the Last Interaction model in Analytics assigns 100% credit to the final touchpoints that immediately precede sales or conversions. [8]
  • In contrast, the First Interaction model assigns 100% credit to touchpoints that initiate conversion paths. [8]
  • They anticipate that the initiative will reduce their overall churn rate by roughly 2.0%, saving the firm an estimated $1.8 million in lost revenue over the first 12 months after implementing the solution. [9]
  • The data reveals that 81% of those calls were initiated because of a problem with one of the bank’s self. [9]
  • By decreasing call volume for clients making their first payment by 50%, the bank will save an estimated 3 million dollars. [9]
  • In fact, 86% of buyers are willing to pay more for a great customer experience. [1]
  • For example, c ustomers are willing to pay a price premium of up to 13% (and as high as 18%). [1]
  • 49% of buyers have made impulse purchases. [1]
  • It’s because of these extremes why 88% of companies now prioritize customer experience in their contact centers. [1]
  • In fact, more than two thirds of companies now compete primarily on the basis of customer experience – up from only 36% in 2010!. [1]
  • In fact, our own research found that only 44% will increase the investment in their CX initiatives. [1]
  • In fact, in their 2020 report, PWC found that the number of companies investing in the omni channel experience has jumped from 20% to more than 80%. [1]
  • Adding to this, Adobe recently found that companies with the strongest omnichannel customer engagement strategies enjoy a 10% YO Y growth, a 10% increase in average order value and a 25% increase in close rates. [1]
  • For example, 57% of customers won’t recommend a business with a poorly designed website on mobile. [1]
  • And if a website isn’t mobile friendly, 50% of customers will stop visiting it, even if they like the business. [1]
  • So it comes as no surprise why 84% of companies who claim to be customer centric are now focusing on the mobile customer experience. [1]
  • However, for companies that aren’t, they’ve been slow to adapt to this trend – especially when it comes to customer support – as an overwhelming 90% of customers report having a poor experience when seeking customer support on mobile devices. [1]
  • According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. [1]
  • On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. [1]
  • In their future of CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. [1]
  • Today, 67% of customers prefer self service over speaking to a company representative. [1]
  • Furthermore, 91% of customers would use an online knowledge base, if it were available and tailored to their needs. [1]
  • In 2019, 25% of all customer interactions were automated through AI and machine learning. [1]
  • With 90% of companies now planning to deploy AI within 3 years, this number is expected to grow to 40% by 2024. [1]
  • 86%of professionals engaged in, or leading, CX expect to compete based on CX. [2]
  • 87%of senior business leaders in the US and UK see CX as their top growth engine but only 1 in 3 feel prepared to address it. [2]
  • reached$2.9Bin 2021 and is expected to grow 15.3% every year from 2024 to 2030. [2]
  • 86%of consumers would leave a brand after as few as two poor experiences. [2]
  • 65%of all consumers find a positive experience with a brand to be more influential than great advertising. [2]
  • 74%of consumers are at least somewhat likely to buy based on experiences alone. [2]
  • 68%of US consumers currently use, or would like to use, social media to engage with brands to ask questions before making a purchase, while 59% of consumers expect to do so to get post. [2]
  • 61%of consumers will pay at least 5% more if they know they’ll get a good customer experience. [2]
  • 56%of consumers feel that the quality of the customer service they receive has a higher impact on how positively they view a brand than any other criteria. [2]
  • 66%of consumers say they will share personal data about themselves if they think it will elevate their customer experience. [2]
  • CX drives 85%of brands believe they offer personalized customer experience but only 60% of consumers agree. [2]
  • 60%of consumers report that they will become repeat buyers after a personalized purchasing experience. [2]
  • 91%of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them. [2]
  • 62%of consumers don’t feel like they get excellent customer service on social media when making a purchase. [2]
  • Customers are2.4 times more likelyto stick with a brand when their problems are solved quickly. [2]
  • 52%of consumers expect a response from a brand within one hour. [2]
  • However, 39% report having to wait more than two hours for a reply. [2]
  • 65%of respondents would become long term customers of a brand if they can provide positive experiences throughout the customer journey. [2]
  • 42%of consumers say a seamless experience across all devices and channels is a top expectation while only 11% of decision makers see seamless, omnichannel experiences as the most important factor when delivering quality experiences. [2]
  • 52%of all worldwide website traffic is on mobile devices. [2]
  • They are expected to increase 15% annually and reachover $700Bby 2025. [2]
  • Retail mobile commerce sales in the US reached 75%of customers find it important for brands to offer them a fully self service customer care option to answer their questions. [2]
  • More than 60%of consumers look for self service first, instead of contacting a live agent. [2]
  • 2040%of live volume could easily be handled with existing self service tools, according to customer service leaders. [2]
  • Enterprises continue to demonstrate a strong interest in AI, with 46%of consumers will abandon a brand if employees are not knowledgeable. [2]
  • 71%of customers expect customer service agents already to have information regarding their previous interactions with the brand. [2]
  • By 2024, Over 90%of enterprises now employ a CCO, CXO, or executives with similar responsibilities. [2]
  • The result was an 85% decrease in CPA and 18X conversion rate improvement. [10]
  • If the MAPE of the best time series model is greater than 15% however, functional filtering is applied. [11]
  • In the screenshot below, 10% of contacts received message A, 10% received message B, and the remaining 80% received the inconclusive default, which was set to message A. [12]
  • Leading markers are 1.5X as likely as the mainstream to increase investments in capabilities like machine learning to predict customer needs. [3]
  • 66% of customers expect companies to understand their needs. [7]
  • Customer centric companies are 60% more profitable than companies that aren’t. [7]
  • Salesforce surveyed over 6,000 consumers and found that 66% of them expected companies to understand their needs and expectations. [7]
  • In addition, 82% of survey respondents expect retailers to be able to accommodate their preferences and meet their expectations. [7]
  • Research shows that one in four customers are willing to pay up to 10% more in almost every industry if they know they’ll receive excellent customer service. [7]
  • A report conducted by Indeed revealed that, of the 1,073 business leaders surveyed, the majority agreed that prioritizing employee happiness provides a competitive advantage (87%) and makes it easier to retain top talent (96%). [7]
  • But while three quarters of executives surveyed report employee expectations around happiness in the workplace have risen in the last five years, 19% of companies have made it a strategic priority. [7]
  • Considering that 48% of customers already feel comfortable with interactions managed by bots, 71% of customers say they would be happy to use a bot if it improved the customer experience,. [7]
  • 70% of consumers say that they’re highly likely to purchase exclusively from brands that understand them and their needs, so practicing personalization will pay off for your business. [7]
  • In fact, 76% of businesses report increasing their investments in offering multiple channels for customer service. [7]
  • 79% of customers that think businesses can’t protect their information say that it’s because they don’t understand what they’re asked to consent to. [7]
  • 63% of survey respondents said they would feel better about a brand if they knew how their information was being used. [7]
  • 71% of customers would leave a company if it shared their data without permission. [7]
  • They make up 20% of your customer base but drive 80% of your business. [7]
  • Existing customers are also 50% more likely to try a new product and spend 31% more than new customers. [7]
  • 68% of loyal customers will join a loyalty program if offered, so it’s worth considering for your business. [7]
  • Overall revenue increased 9.5% compared with the same period in 2020. [4]
  • Over the past five years we have seen increases in their revenue of 6% to 10% and an increase in net incremental revenue attributable to personalization initiatives of anywhere from 40% to 100%. [4]
  • The remaining 10% is about the technology foundation. [4]
  • The app enabled sweetgreen to surpass Starbucks’s percentage of digital engagements in 2021, with 68% of sweetgreen sales coming from digital channels, compared with only 52% for Starbucks stores in the United States. [4]
  • Proving The Value of Customer Experience For Your Business Companies with a customer experience mindset drive revenue 4 8% higher than the rest of their industries. [5]
  • Two thirds of companies compete on customer experience, up from just 36% in 2010 Companies that lead in customer experience outperform laggards by nearly 80% 84% of companies that work to improve their customer experience report an increase in their revenue. [5]
  • 73% of companies with above average customer experience perform better financially than their competitors. [5]
  • 96% of customers say customer service is important in their choice of loyalty to a brand. [5]
  • 83% of companies that believe it’s important to make customers happy also experience growing revenue. [5]
  • 73% of consumers say a good experience is key in influencing their brand loyalties. [5]
  • 77% of consumers say inefficient customer experiences detract from their quality of life. [5]
  • Customer centric companies are 60% more profitable than companies that don’t focus on customers. [5]
  • a total of $1.6 trillion Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company. [5]
  • American consumers will pay 17% more to purchase from a company with a reputation for great service. [5]
  • Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average Companies with engaged employees outperform the competition by 147% 81% of companies view customer experience as a competitive differentiator. [5]
  • 68% of customers say the service representative is key to a positive service experience. [5]
  • 64% of companies with a customer focused CEO believe they are more profitable than their competitors. [5]
  • 63% of CEOS want to rally organizations around customers as the top investment priority. [5]
  • 90% of CEOs believe the customer has the greatest impact on their business. [5]
  • 22% of Fortune 100 companies have a C level customer officer, compared to 10% of Fortune 500 and 6% of Fortune. [5]
  • 1000 90% of CEOs believe customers have the biggest impact on company strategies. [5]
  • 75% of customer experience management executives gave customer experience a top score for being incredibly important to business. [5]
  • 59% of companies with a CEO who is involved in customer experience report higher revenue growth, compared to just 40% of companies without a customer focused CEO reporting growth. [5]
  • 39% of CEOs say customer experience is the most effective method of creating a competitive advantage, which was the most common answer. [5]
  • 90% of global executives who use data analytics report that they improved their ability to deliver a great customer experience. [5]
  • 77% of consumers view brands more favorably if they seek out and apply customer feedback. [5]
  • 69% of U.S. consumers shop more with brands that offer consistent experiences in store and online. [5]
  • Companies that use tools like customer journey maps reduce their cost of service by 15 20% Companies that have embraced digital transformation are 26% more profitable than their peers. [5]
  • Offering a high quality customer experience can lower the cost of serving customers by up to 33% 71% of the companies say the cloud has influenced the customer experience. [5]
  • 65% of companies say improving their data analysis is very important to delivering a better customer experience. [5]
  • Customers are likely to spend 140% more after a positive experience than customers who report negative experiences. [5]
  • 70% of Americans have spent more money to do business with a company that offers great service. [5]
  • Companies that provide an emotional connection with customers outperform the sales growth of their competitors by 85% 2% increase in customer retention is the same to profits as cutting costs by 10%. [5]
  • 87% of customers who say they had a great experience will make another purchase from the company, compared to 18% of customers who had a very poor experience. [5]
  • 80% of customers say they are more likely to do business with a company if it offers personalized experiences. [5]
  • If a customer’s problem was resolved during their first interaction, 67% of customer churn could be avoided. [13]
  • According to McKinsey, businesses are around 33 percent more likely to predict customer churn and satisfaction with journey analytics. [13]
  • However, CX strategies are about more than just ROI, as 58% also say they want to increase value/reliability to users while 30% want to increase data driven personalization with their strategies. [0]
  • Just over a third (33.7%). [0]
  • While more people (36.7%). [0]
  • On top of this, 10.7% of consumers will write about a bad experience on Facebook, 4.5% will complain via Twitter and 9.9% will post a rating or comment on a third. [0]
  • Only 19.3% will complain directly to the company, meaning that it is possible customers who are more likely to hear about the issues someone has had than the company. [0]
  • Although the technology sector is still the most trusted at 75%, this is a decline from 2019’s 79%. [0]
  • The entertainment sector has also seen a noticeable decline in trust levels, falling by 4% in 2020 compared to 2019. [0]
  • This is shown by the act that 32% of mainstream organizations are prioritizing social media engagement and analytics, suggesting that they are doing more to talk to consumers on the platforms they use. [0]
  • On top of this, a further 28% said that targeting and personalization are priorities for the year, as well as customer journey management (27%). [0]
  • However, less than a quarter (24%). [0]
  • According to an Ometria report, 59% of consumers want brands to offer them promotions and perks that they don’t offer everyone else. [0]
  • Other ways to make consumers feel valued include only contacting them about promotions or products that are relevant (49%), sending relevant content after a purchase (49%), asking for customer feedback (49%) and sending relevant product recommendations (46%). [0]
  • On top of this, you can use the data to better personalize the experiences you provide, which is helpful as 45% say that content personalization is also an effective tactic. [0]
  • Rural King grew online revenue 34%. [14]
  • 63% of customers say they would be willing to sharemore personal data with a company that offers a great experience. [6]
  • Customers are willing to pay up to 16% morefor products and services if it means great customer experience. [6]
  • PwC 32% of consumers say they will walk away from a brand they love after just one bad experience. [6]
  • Regardless of discipline, industry, or company revenue, over 90% agree that CX is a primary focus. [6]
  • Oracle 42% of organizations report that theirCMO drives CX strategy. [6]
  • 48% of organizations created more content for customer engagement in 2020. [6]
  • 54% of U.S. consumers say customer experience at most companies needs improvement. [6]
  • Voice is still the preferred customer service channel in most cases, with88% of consumers indicating it’s their most frequent. [6]
  • Acquia 78% of consumers say they are loyal to brands that understand themand what they want to achieve. [6]
  • Acquia 24% of global consumers report purchasing from more brands than they have in the past. [6]
  • Over 80% of companies have invested in an omnichannel experience since 2020. [6]
  • In 2020, 14% of brands improved their CX quality, primarily through back end systems and processes. [6]
  • Forrester 29% of consumers rank problem resolution in the first interaction as the most valued form of customer support. [6]
  • Genesys 90% of Millennials prefer smartphones for customer service interactions, as does 78% of the total population. [6]
  • Only 13% of consumers trust retailers to provide effective guidance through the pandemic. [6]
  • About 10% of brands in the U.K have a Net Promoter Score of 40 or higher. [6]
  • 21% of companies have developed their own KPIs to track customer experience. [6]
  • Only 14% of companies measure the ROI of customer experience. [6]
  • Net Promoter Score is used in 64.5% of companies according to research among customer experience directors. [6]
  • Retently 43.6% of companies follow CSAT as a primary customer experience KPI and 42.7% follow churn rate. [6]
  • The Future of CX Statistics 84% of consumers reported using digital channels more frequently in 2020. [6]
  • Acquia 74% say their digital experience with brands has changed since the pandemic. [6]
  • Globally, 40% of consumers report buying more online than they used to. [6]
  • Acquia 68% of CMOs intend to increase spending on martech. [6]
  • Gartner 25% of brands are predicted to achieve statistically significant advances in CX quality in 2021. [6]
  • Gartner 75% of U.S. consumers tried a new store, brand, or shopping experience during the pandemic. [6]
  • Acquia 70% of executives expect the pandemic to accelerate digital transformation. [6]
  • Only 47% of executives say they understand clearly how robotics and AI will improve customer experience. [6]
  • 82% of U.S. consumers want more human interaction in the future. [6]
  • PwC 74% of non U.S. consumers want more human interaction in the future. [6]

I know you want to use Customer Journey Analytics Software, thus we made this list of best Customer Journey Analytics Software. We also wrote about how to learn Customer Journey Analytics Software and how to install Customer Journey Analytics Software. Recently we wrote how to uninstall Customer Journey Analytics Software for newbie users. Don’t forgot to check latest Customer Journey Analytics statistics of 2024.

Reference

  1. smartinsights – https://www.smartinsights.com/customer-engagement/customer-engagement-strategy/customer-experience-research-statistics/.
  2. superoffice – https://www.superoffice.com/blog/customer-experience-statistics/.
  3. emplifi – https://emplifi.io/resources/blog/customer-experience-statistics.
  4. thinkwithgoogle – https://www.thinkwithgoogle.com/consumer-insights/consumer-trends/customer-journey-needs-statistics/.
  5. hbr – https://hbr.org/2024/03/customer-experience-in-the-age-of-ai.
  6. forbes – https://www.forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience/.
  7. chattermill – https://chattermill.com/customer-experience-statistics/.
  8. hubspot – https://blog.hubspot.com/service/customer-experience-trends.
  9. medium – https://medium.com/swlh/customer-journey-analytics-going-beyond-session-or-user-based-statistics-d312b0d70b81.
  10. pointillist – https://www.pointillist.com/blog/what-is-customer-journey-analytics/.
  11. google – https://marketingplatform.google.com/about/analytics/.
  12. adobe – https://experienceleague.adobe.com/docs/analytics-platform/using/cja-workspace/virtual-analyst/anomaly-detection/statistics-anomaly-detection.html?lang=en.
  13. microsoft – https://docs.microsoft.com/en-us/dynamics365/marketing/insights.
  14. g2 – https://learn.g2.com/customer-journey-analytics.
  15. adobe – https://business.adobe.com/products/analytics/adobe-analytics.html.

How Useful is Customer Journey Analytics

The process of tracking and analyzing customer journeys provides businesses with valuable insights into their customers’ behavior, preferences, pain points, and expectations. By understanding the entire customer journey, businesses can strategically optimize their marketing strategies, improve customer experience, and ultimately drive revenue growth.

Customer journey analytics allows businesses to gain a holistic view of their customers’ interactions across various touchpoints, such as websites, social media, email, and customer service. This enables businesses to connect the dots between different channels and fully comprehend the customer experience. By identifying key touchpoints and moments that matter most to customers, businesses can focus their resources on improving those areas to enhance overall customer satisfaction and loyalty.

Furthermore, customer journey analytics offers businesses the opportunity to predict future customer behaviors and preferences. By analyzing historical data and patterns, businesses can anticipate customer needs and desires, allowing them to tailor their offerings and marketing campaigns more effectively. This proactive approach not only improves customer engagement but also boosts the chances of converting leads into loyal customers.

Another significant benefit of customer journey analytics is its ability to highlight pain points in the customer journey. By identifying roadblocks and bottlenecks that hinder the customer experience, businesses can take immediate action to address these issues and streamline the customer journey. This proactive approach can help businesses regain lost customers, improve customer retention rates, and ultimately increase customer lifetime value.

Additionally, customer journey analytics enables businesses to personalize the customer experience by delivering relevant and targeted content to customers at each stage of their journey. By understanding customers’ preferences and behaviors, businesses can create personalized marketing campaigns that resonate with individual customers, leading to higher engagement and conversion rates. Personalization not only enhances the customer experience but also fosters customer loyalty and brand advocacy.

In conclusion, customer journey analytics is an essential tool for businesses seeking to understand and optimize the customer experience. By analyzing and visualizing the entire customer journey, businesses can gain valuable insights into customer behavior, preferences, and pain points. This enables businesses to enhance the customer experience, improve marketing strategies, and drive revenue growth. Ultimately, customer journey analytics is a powerful tool that can help businesses stay ahead of the competition and deliver exceptional customer experiences.

In Conclusion

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We tried our best to provide all the Customer Journey Analytics statistics on this page. Please comment below and share your opinion if we missed any Customer Journey Analytics statistics.

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