Customer journey analytics & customer journey map: what brands should know about them

  • Author: Lizaveta Zhuk

Nowadays brands understand they need to be customer-focused in their communication with the audience, because consumers may stop interacting after encountering an obstacle. The issue could be anything — from a bad product description to a long wait loading necessary pages.

Brands could avoid 67% of customer churn, if they solve a user’s problem during their first interaction. However, issues can appear at any point of the user’s journey. That’s why brands should view the entire customer journey as a whole point to know where users encounter an obstacle and what keeps them from moving forward.

One way companies can be aware of the entire users’ journey and remove the encountered obstacles in real time is via customer journey analytics.

What does customer journey analytics mean?

Customer Journey Analytics (CJA) is the process of tracking and analyzing the way users interact with a brand through different channels. It provides a comprehensive view of every user’s interactions across all customer touchpoints that helps get insight into a consumers’ movement, time spent at each touchpoint, and helps to identify “pain” from a user’s point of view.

In the end, it helps brands improve customer experiences, across all channels, by providing them with real time data needed to remove obstacles.

Why is CJA important for achieving brand goals?

Today’s users interact with brands in the digital world across many devices, channels, and platforms. According to Internet Retailing, users interact with brands across a mix of 20 channels on average. All these “points” consist of a lot of data about consumer behavior, interests, actions, etc.  This information helps marketers understand who their target audiences are and what they want. However, brands often notice blindspots within a journey because they can’t combine data from every touchpoint.

Customer journey analytics software is emerging data collected from different channels that gather detailed information about users. With that information brands can:

  • Improve customer experiences;
  • Create audience segments for ad campaigns;
  • Optimize strategies based on how the purchase decision is made;
  • Develop high relevance ad creatives and call to action (learn more about ad creatives here);
  • Improve consumers loyalty;
  • Drive revenue growth;
  • Increase customer lifetime.
how can customer journey analytics  help brands to increase ROI

Source: McKinsey

With CJA, brands  no longer need to  solely rely on consumer feedback (especially considering that only 9% of users take the time to answer long surveys thoughtfully). Using CJA tools, brands get a window into users behavior which provides powerful insights that they can use to make informed decisions in real time and avoid churn. Moreover, brands increase conversions and digital activity among target audience by implementing CJA.

how much cja help boost marketing strategy

Source: McKinsey

How does it work?

Customer journey analytics include:

  • Collecting data.  Tools gather information through brand communication channels: social networks, websites, marketplace, etc. The information tells marketers which channels users visit most often,  the content that is most liked and so on.
  • Data analysis. When information is combined, tools begin analyzing it. AI makes the process of spotting trends, patterns and errors simpler. So brands get an opportunity to learn target audiences’ behavior patterns, blindpoints and obstacles in the journey.
  • Visualization. CJA often uses a journey map for visualization of the process potential clients go through.

The next step is putting insights into practice. As a result of CJA, marketers get prompts on actions they should take to optimize strategy, improve customer experience and more.

What is a customer journey map?

Clear visualization is a key factor in adapting to new practice, and it’s easy to understand. That’s why customer journey maps are used in the process of analyzing user journeys.

Thus, a customer journey map is a graph, flow chart, diagram, or other visual that represents each step of users which they take during their interaction with a brand — from interest to conversion. CJM allows brands to see products and services through a consumer’s point of view and identify user pain points.

It helps a marketer understand how a target user interacts with a brand, what he feels and needs to achieve his goal. As a result, brands can improve communication with target audience, and furthermore:

  • remove inefficient channels and touchpoints;
  • learn more about obstacles during users’ journeys;
  • minimize negative customer experiences and boost conversions;
  • optimize marketing strategy.

Source: Salesforce

When brands combine both CJA and CJM, they are equipped with a powerful tool which gives a deeper understanding of the target audience and their journey, an opportunity to predict future users’ behavior, and communicate with their audience in real time.

Benefits of customer journey analytics

From better understanding brands’ target audiences to a better ROI for ad campaigns, CJA gives a lot of benefits. There are several advantages:

  • Avoid customer churn. Based on McKinsey research, brands are 33% more likely to predict customer churn and reduce that risk as a result of implementing customer journey analytics.
  • Become more customer-centric. Brands often have an “ideal customer journey” in mind, but a real journey is much more complicated. CJA gives a comprehensive view on that.
  • Work in real time. CJA tools gather data in real time to give opportunities for brands to deliver relevant messages to users and make informed decisions.
  • Resolve any issues as they happen. With real time data, brands can minimize negative user experience in real time.
  • Improve customer retention. CJA can predict users behavior and preferences, so based on this information brands can optimize their next step in communication with their audience to retain them.

In conclusion

Customer journey analytics and customer journey maps help brands understand their target audience on a new level — including obstacles and opportunities for deeper interaction. Delivered through clear visualization, this information helps make informed decisions, increase revenue and customer loyalty.

Read also

What is customer journey map. What is customer journey analytics. Everything you need to know about CJM & CJA. How much can CJM & CJA help business to boost efficiency of marketing strategy
Blog
Users’ behavior is changeable. So brands should find a way to adapt to it. Customer journey analytics can help. Learn more in our article.
Read more
Blog
What is the best way to choose the right ad channels and resonate with audience stronger? Use media mix modeling. Learn more in our article.
Read more
digital advertising market in philippines, programmatic advertising market in philippines
Blog
Here are the main features and market peculiarities for programmatic media buying in the Philippines, and its outlook for future growth.
Read more
programmatic in apac region, programmatic market in apac region, digital advertising in apac region
Blog
Programmatic is one of the most useful and dynamic ad technologies. Here are the main programmatic market peculiarities of APAC region.
Read more
digital advertising market in cyprus, programmatic advertising market in cyprus
Blog
Cyprus' digital advertising market has seen significant growth. Let’s learn more about peculiarities and statistics in our article.
Read more
Marketing for holidays 2023. Advertising for holidays 2023. How to improve ad strategy before holidays 2023. Holiday customers behavior trends 2023
Blog
Want to prepare your ad strategy for a holiday rush? In this article, we tell you about the hottest holiday customers' behavior trends and how to use them to increase ad profit.
Read more
Blog
Target audience, what is it? How can you determine it? Our article reveals all you need to know about it to enhance marketing strategy.
Read more
digital advertising market in armenia, programmatic advertising in armenia
Blog
Armenian digital ad market is moving towards programmatic advertising. So let’s learn about potential and market peculiarities in our article.
Read more
Blog
No leads, no sales, and no profit that is crucial for brands. So, we decided to dive deeper into lead generation marketing to help businesses improve their strategies.
Read more
digital advertising market in australia, programmatic advertising market in australia
Blog
Stay on top with the main features and peculiarities of digital advertising market and future prospects for programmatic in Australia.
Read more
what is native advertising, Why is native advertising so popular?
Blog
Native ads that are programmatically bought and placed offer brands the ability to capitalize on increased relevance and personalization.
Read more
how brands may prepare for cookieless future
Blog
Google will block third-party cookies by 2022. Here we prepared useful tips on how marketers can adapt to perform in a cookieless future.
Read more
programmatic advertising in pakistan, advertising market in pakistan
Blog
Here are the main features and peculiarities of digital advertising market and future prospects for programmatic buying in Pakistan.
Read more
digital advertising market in austria, programmatic advertising market in austria
Blog
The potential of programmatic ads in Austria is clear: it’s an incredibly growing industry. Let’s learn more about market features and forecast in our article.
Read more
Advertising in Telegram
Blog
Telegram is a promising ever-growing platform for brands with engaging audiences and efficient ads. Let’s learn more about it in our article.
Read more
digital advertising in india, digital advertising market in india, programmatic in india, programmatic advertising market in india
Blog
India has one of the most steadily-growing advertising markets in the world. Here are the main features for programmatic buying in India.
Read more
digital advertising in switzerland, programmatic advertising market in switzerland
Blog
Here are the main features and peculiarities of digital advertising market and future prospects for programmatic buying in Switzerland.
Read more
Blog
As a marketer, the best way to maximize the return on investment of media spending is to truly understand consumer behavior. Let’s break down the African online consumer behavior in our article and how to apply these trends in ad strategies to outperform KPIs.
Read more
digital advertising market in mena region
Blog
Programmatic is one of the most popular advertising technologies. Let’s see the main programmatic market peculiarities of MENA region.
Read more
Blog
Marketing for customers and for business are completely different. This article reveals new B2B marketing and approaches that may be used for this type of advertising.
Read more
digital advertising in saudi arabia, programmatic advertising in saudi arabia
Blog
Saudi Arabia has huge potential for programmatic ads. However, there are some peculiarities of the ad market. Let's learn more in our article.
Read more
Mrketing for finance business, how to promote finance products and service, marketing for banks
Blog
Want to promote finance service successfully? We'll tell about how business can craft and improve ad strategies to meet customers on their terms and increase profit.
Read more
digital advertising market in poland, programmatic advertising in poland, programmatic market in poland
Blog
Poland is one of the fastest growing markets for programmatic advertising. Let’s learn deeper about outlooks and market peculiarities in our article.
Read more
What is attention advertising, how to maximize users attention
Blog
It’s time to try attention-based advertising as the importance of grabbing users' attention highly increased. Read our article to embark on a journey into impactful marketing.
Read more
advertising for retail business, how to increase revenue with ads for retailers
Blog
How should retailers adapt their ad strategies to efficiently interact with users and drive sales? Let's look at five point in our new article.
Read more
What is people-based marketing. Benefits of people-based marketing, how to implement people-based marketing into strategy
Blog
People-based marketing helps brands provide personalized experiences for users, improve communication with users and so on. Learn more in our article.
Read more
top digital marketing trends for 2024, the biggest digital marketing trends to watch out in 2024
Blog
It’s definitely time to reveal the new era of digital marketing. From AI-driven strategies to social commerce, our article provides the biggest trends in digital marketing for 2024.
Read more
digital advertising market in south africa, programmatic advertising market in south africa
Blog
The South African digital market shows considerable growth. Here are the main features and programmatic peculiarities of those countries.
Read more
digital advertising market in the united arab emirates, programmatic advertising market in the uae
Blog
The main features and peculiarities of digital advertising market and future prospects for programmatic buying in The United Arab Emirates.
Read more
Blog
Discover a variety of B2B marketing tips you can use to reach and resonate with your business audience.
Read more
digital advertising in nordic region, programmatic advertising in nordic
Blog
Programmatic is one of the most useful ad technologies. Here are the main programmatic trends and market peculiarities of Nordic region.
Read more
Advertising for travel business in APAC, marketing for travel business in APAC
Blog
Traveling among APAC customers on the rise so it's time to upgrade your ad strategy considering new behavior tendencies and peculiarities.
Read more
digital advertising in canada
Blog
Programmatic buying dominates in the Canadian digital advertising market. Here are the main features and programmatic peculiarities of Canada.
Read more
Digital advertising market in Indonesia, Programmatic advertising market in Indonesia, Indonesia
Blog
Let’s see the main features and market peculiarities of programmatic advertising market in Indonesia, and prospects for its development.
Read more
What is Meta-DSP and what are its advantages
Blog
Meta-DSPs help marketers achieve the best results in a cost-efficient way while unifying the strengths of the strongest different platforms.
Read more
social media platforms for advertising, audience of social networks
Blog
Social media rules the world: let’s see the most popular platforms and how they can help advertisers reach their target audience correctly.
Read more
digital advertising market in spain, digital advertising market in portugal, programmatic advertising in spain and portugal
Blog
Here are the main features and peculiarities of digital ads market and future prospects for programmatic buying in Spain and Portugal.
Read more
digital advertising market in egypt, programmatic advertising egypt
Blog
Egypt is one of the largest digital markets in the MENA region with a wide audience and opportunities for brands. Let’s learn more about that in our article.
Read more
DOOH ads what is it, how does dooh work, the efficiency of digital out of home advertising
Blog
DOOH ads are the best choice for brands who want to reach their audience wherever they are. Let's learn more about DOOH advertising in our article.
Read more
audience targeting in digital advertising, how does audience targeting work
Blog
Targeting allows getting across to motivated consumers without having to deal with irrelevant audiences who won’t purchase your product.
Read more
Intent marketing for brands. What is intent-driven marketing
Blog
Intent-driven marketing undoubtedly offers numerous benefits for advertisers, including precision targeting and improved conversion rates. Let's learn more about it in the article.
Read more
What is look-alike targeting. How dos look-alike targeting work
Blog
Look-alike helps to reach new people who are likely to be interested in your business because they're similar to your best existing customers.
Read more
Marketing for holiday, advertising for holiday
Blog
Holiday marketing can be tricky: there’re a lot of doubts and competitors. So NT talks about how to prepare an ad campaign for the holiday in 2022.
Read more
E-commerce trends for brands, e-commerce trends for next year, trends in e-commerce
Blog
The E-commerce world is a big one with constantly changing trends and users behavior. We look at it for 2023, and talk about the most actual in our article.
Read more
digital advertising market in iran, programmatic advertising market in iran
Blog
Advertising market is quite different in Iran, especially when it comes to digital ads. Let’s learn more about digital ads market peculiarities in our article.
Read more
advertising in tough times, marketing for tough times
Blog
Marketing business during a crisis can be tricky if brands launch ads blindly, so here are some tips to aid efficient advertising in times of crisis.
Read more
advertising on connected devices, what is it ctv advertising, what is ctv ads
Blog
It's high time to say goodbye to cable TV. Lets talk about what connected TV and OTT are, and why marketers should pay attention to them?
Read more
what is first price auction, what is second price auction, what is the difference between second and first price auctions
Blog
First-price auction is a new reality of the ad world. So let's go back to the basics and learn about the second and first-price auction: what it is, how it works, etc.
Read more
Blog
Display ads can help achieve different marketing goals from increasing brand awareness, quality traffic to website and growing conversions. Learn more about display ads in our article.
Read more
Blog
Our latest article unveils the challenges of healthcare marketing and tips to overcome these challenges. So, you'll be able to elevate your brand and connect with your audience in meaningful ways.
Read more
how much effective is advertising on tiktok,effectiveness of tiktok advertising, how much profit tiktok ads can get for brands
Blog
Marketers are interested in how many effective ads and benefits there are on TikTok. We tell about this and take for example ad campaign NYX.
Read more
digital advertising in Singapore, Vietnam & Myanmar, programmatic advertising in Singapore, Vietnam & Myanmar
Blog
Let’s take a look at the main features, market peculiarities and future prospects for programmatic ads in Singapore, Vietnam and Myanmar.
Read more
digital advertising market in nigeria, programmatic advertising market in nigeria
Blog
Nigeria is one of the largest advertising markets in Africa with its features and peculiarities. Let’s learn more about it in our article.
Read more
gamification in advertising, what is gamification and how to use gamification in advertising to boost profit
Blog
Games are conquering the world in different ways: video games, interactive serials with a possibility to control actions of the main hero, and, of course, gamification in advertising. So let’s find out why games are so popular and effective and how marketers can use them.
Read more
in-game advertising, what is in-game ads
Blog
In-game advertising can help brands drive engagement, outreach and conversions. Let’s learn more about in-game ads in our new article.
Read more

Read also

digital advertising market in the united arab emirates, programmatic advertising market in the uae
Blog
Programmatic in the United Arab Emirates
Read more
how brands may prepare for cookieless future
Blog
A cookieless era is coming: how advertisers can adapt
Read more
digital advertising market in poland, programmatic advertising in poland, programmatic market in poland
Blog
Programmatic in Poland
Read more
digital advertising market in philippines, programmatic advertising market in philippines
Blog
Programmatic in the Philippines
Read more
Advertising in Telegram
Blog
Telegram Marketing: What Are Ads On Telegram and Why Brands Should Use It
Read more
Blog
Healthcare marketing and advertising: how to overcome challenges and achieve success in 2024
Read more
digital advertising in canada
Blog
Programmatic in Canada
Read more
Blog
Guide for brands into lead generation marketing
Read more
digital advertising in nordic region, programmatic advertising in nordic
Blog
Programmatic in Nordic region
Read more
What is look-alike targeting. How dos look-alike targeting work
Blog
Everything you need to know about look-alike targeting
Read more
Blog
A Complete Guide for Online Display Ads
Read more
digital advertising market in australia, programmatic advertising market in australia
Blog
Programmatic in Australia
Read more
Mrketing for finance business, how to promote finance products and service, marketing for banks
Blog
Marketing for finance: how to improve advertising strategies and achieve success
Read more
What is attention advertising, how to maximize users attention
Blog
Attention ads: how to boost efficiency of ads and maximize users' attention
Read more
advertising for retail business, how to increase revenue with ads for retailers
Blog
Advertising for retail businesses: how to improve ad strategy
Read more
Intent marketing for brands. What is intent-driven marketing
Blog
Intent marketing for brands: everything you need to know about that
Read more
Blog
Africa goes digital: how brands may reach their target audience in this region
Read more
digital advertising market in spain, digital advertising market in portugal, programmatic advertising in spain and portugal
Blog
Programmatic in Spain & Portugal
Read more
digital advertising market in cyprus, programmatic advertising market in cyprus
Blog
Programmatic in Cyprus
Read more
digital advertising market in iran, programmatic advertising market in iran
Blog
Programmatic in Iran
Read more
E-commerce trends for brands, e-commerce trends for next year, trends in e-commerce
Blog
5 e-commerce trends to follow in 2023
Read more
Blog
Programmatic advertising for B2B marketing
Read more
programmatic advertising in pakistan, advertising market in pakistan
Blog
Programmatic in Pakistan
Read more
in-game advertising, what is in-game ads
Blog
Make brand marketing strategy stand out with in-game advertising
Read more
digital advertising in Singapore, Vietnam & Myanmar, programmatic advertising in Singapore, Vietnam & Myanmar
Blog
Programmatic in Singapore, Vietnam & Myanmar
Read more
audience targeting in digital advertising, how does audience targeting work
Blog
Audience targeting in programmatic
Read more
Marketing for holidays 2023. Advertising for holidays 2023. How to improve ad strategy before holidays 2023. Holiday customers behavior trends 2023
Blog
Marketing for holiday 2023: how to improve your ad strategy
Read more
digital advertising market in nigeria, programmatic advertising market in nigeria
Blog
Programmatic in Nigeria
Read more
gamification in advertising, what is gamification and how to use gamification in advertising to boost profit
Blog
The Role of Gamification in Modern Advertising
Read more
what is first price auction, what is second price auction, what is the difference between second and first price auctions
Blog
First-price vs second-price auction: what is it and what are the differences
Read more
Blog
What is a Target Audience and How to Determine Yours in 2023
Read more
What is people-based marketing. Benefits of people-based marketing, how to implement people-based marketing into strategy
Blog
What brands should know about people-based marketing: what is it and how works
Read more
digital advertising market in austria, programmatic advertising market in austria
Blog
Programmatic in Austria
Read more
how much effective is advertising on tiktok,effectiveness of tiktok advertising, how much profit tiktok ads can get for brands
Blog
Effectiveness of advertising on TikTok
Read more
programmatic in apac region, programmatic market in apac region, digital advertising in apac region
Blog
Programmatic in APAC region
Read more
digital advertising market in mena region
Blog
Programmatic in MENA region
Read more
digital advertising market in armenia, programmatic advertising in armenia
Blog
Programmatic in Armenia
Read more
What is customer journey map. What is customer journey analytics. Everything you need to know about CJM & CJA. How much can CJM & CJA help business to boost efficiency of marketing strategy
Blog
Customer journey analytics & customer journey map: what brands should know about them
Read more
digital advertising in saudi arabia, programmatic advertising in saudi arabia
Blog
Programmatic in Saudi Arabia
Read more
digital advertising market in south africa, programmatic advertising market in south africa
Blog
Programmatic in South Africa
Read more
Digital advertising market in Indonesia, Programmatic advertising market in Indonesia, Indonesia
Blog
Programmatic in Indonesia
Read more
top digital marketing trends for 2024, the biggest digital marketing trends to watch out in 2024
Blog
Top 5 digital marketing trends to watch out in 2024
Read more
Blog
Guide to Media Mix Modeling for brands
Read more
what is native advertising, Why is native advertising so popular?
Blog
Why is native advertising so popular?
Read more
What is Meta-DSP and what are its advantages
Blog
What is Meta-DSP and what are its advantages
Read more
digital advertising in switzerland, programmatic advertising market in switzerland
Blog
Programmatic in Switzerland
Read more
social media platforms for advertising, audience of social networks
Blog
Choosing the right social media to reach your target audience
Read more
Blog
How to nail B2B marketing strategy: The complete guide into B2B ad strategy
Read more
digital advertising in india, digital advertising market in india, programmatic in india, programmatic advertising market in india
Blog
Programmatic in India
Read more
Marketing for holiday, advertising for holiday
Blog
How brands become the most powerful Jedi with ad campaign for 2022 holiday season
Read more
advertising in tough times, marketing for tough times
Blog
Advertising in Tough Times: How to Communicate Efficiently with Users
Read more
advertising on connected devices, what is it ctv advertising, what is ctv ads
Blog
New-era TV: let’s talk about what is CTV and its advantages
Read more
DOOH ads what is it, how does dooh work, the efficiency of digital out of home advertising
Blog
DOOH: What is it and why is it so effective?
Read more
digital advertising market in egypt, programmatic advertising egypt
Blog
Programmatic in Egypt
Read more
Advertising for travel business in APAC, marketing for travel business in APAC
Blog
Ads for travel business: what’s new in the APAC region and how to reach its travelers
Read more
CONTACT US
Ready to make your next campaign a success?
We are!

    First name and Last name*

    Company or Website URL

    Phone number

    Your message

    This site is protected by reCAPTCHA and the Google 
    Privacy Policy and Terms of Service apply.