Popular on s4story
- Filipino Poet Wins First International Poetry Prize at London's Bermondsey Festival
- Experience Trembling Firsthand with the New AgeMan® Tremor Simulator
- TEDxInglewood Returns to The Miracle Theater on August 9, 2025 — Celebrating Bold Ideas and Community Energy
- Manhattan Boutique Real Estate Collaborates with InterContinental Hotels NYC in a Branding Partners Personalized Approach
- "The Godfather's Vow" by Antonino Scalabrino is published
- Kaplan Morrell Applauds Passage of Landmark Workers' Compensation Reform in Colorado
- Real Estate CEO Launches Explosive New Book After $275,784 Wire Fraud Incident
- Rediscovered Christopher Lee Recording 'Elenore' Re-Released to Mark 10th Anniversary of His Passing
- Lottery.com Inc. Secures $300 Million in Growth Capital, Confirms Nasdaq Compliance & Acquires UAE Sports Incubator Amid High-Profile Brand Exposure
- Keepy Uppy™ by Ollyball Wins Prestigious 2025 Influencer Award from Clamour & The Toy Association; Announces Fall 2025 Launch at Target Stores
Similar on s4story
- Inked & Maxim Model Teisha Mechetti Turns Heads—And Builds Community Impact
- databahn Launches GenAI Sales Intelligence Platform to Revolutionize Fortune 500 and Global 2000 Account Research
- $750 Million Ketamine Drug Market Withing Reach via New Commissioner's National Priority Vouchers with Anticipated Approval by Year-End for NRx
- LIB Continuous Innovation: Custom Rain Test Chambers & IP Labs
- First AI Marketing Platform Built Specifically for Small Businesses Launches Public Beta
- $750 Million Market Projected to Reach $3.3 Billion Globally in 2034 for New Drug Application Filed on Preservative-Free IV Ketamine: NRx Pharma, Inc
- Fusion Marketing Group Celebrates 15 Years of Transforming Healthcare Recruitment Marketing
- Pietryla PR & Marketing Introduces 'Jumpstart' Consulting Packages for B2B Communications Leaders
- How Does Google Crawl Websites?
- CEO Selected to Present at Wall Street Conference on May 21, 2025 for Suicidal Depression / PTSD: NRx Pharmaceuticals, Inc. (Stock Symbol: NRXP)
New CX Research Reveals Only 15% of Organizations Are Satisfied with Ability to Quantify Impact o
S For Story/10379808
New Pointillist Report, 2019 State of Customer Journey Management & CX Measurement, Identifies Gaps in Customer Experience Measurement and Customer Data
BOSTON - s4story -- https://www.pointillist.com/news/new-cx-researc...
Pointillist (https://www.pointillist.com/)®, an award-winning provider of customer journey analytics software, today released a report on the 2019 State of Customer Journey Management & CX Measurement (http://myjourney.pointillist.com/report-custome...). The report, based on a survey of more than 700 CX, marketing, and analytics professionals, reveals trends and insights into how and why organizations are adopting a customer journey-based approach to customer experience measurement.
Key Findings:
1. Adoption of a journey-based approach to customer experience was identified by more than 90% of respondents as important to their overall success. A journey-based approach is most effective for improving customer satisfaction, customer retention and customer lifetime value.
2. High-performing organizations have significantly more mature CX measurement programs and are more likely to use a data-driven, journey-based approach. High-performers are also more satisfied with their organization's ability to rapidly generate customer insights, take actions based on those insights, and quantify the impact of those actions. High performers are also 3.2 times more likely than underperformers to use customer journey analytics to analyze and optimize customer experience.
More on S For Story
3. Most organizations are unable to link customer experience metrics to quantitative business KPIs such as revenue and churn. Only 6% of respondents in under- and average-performing organizations state that they are satisfied with their organization's ability to quantify the impact of customer experience on business KPIs.
4. The top obstacle for effective measurement of customer experience is the inability to break down data silos and integrate cross-channel customer data. Only 11% of respondents in under- and average-performing organizations say they are very effective at integrating customer data. Respondents are using only 3.8 customer data sources to connect and analyze customer interactions across touchpoints, which is less than a third of the 12 most widely used sources. As a result, cross-channel customer journey analyses are based largely on incomplete information.
5. Current tools and technologies are insufficient for quantifying and improving customer experience because they do not provide a unified view of the customer journey. Despite employing more than 4.5 customer data and analytics technologies on average, less than 25% of respondents were satisfied with their ability to integrate customer data, rapidly generate insights, engage customers with the best experience, and quantify the impact of these actions.
"Our research confirms that customer experience is a top priority for most organizations and reveals that CX teams are now under pressure to improve customer experience and measure its impact on their overall business," stated Steve Offsey (https://www.linkedin.com/in/steveoffsey/), V.P. of Marketing at Pointillist. "According to respondents, the top obstacles for attaining these goals are an inability to integrate cross-channel customer data and quantify customer experience using their existing tools and technologies."
More on S For Story
To download the full report, visit: 2019 State of Customer Journey Management & CX Measurement (http://myjourney.pointillist.com/report-customer-journey-management-cx-measurement.html?utm_source=website&utm_medium=press-release&utm_campaign=2019-cj-cx-report).
About Pointillist
The Pointillist customer journey analytics platform enables rapid discovery of customer insights, to help companies dramatically improve customer experience and marketing results. The platform reveals the actual paths customers take, as they engage with a company across touchpoints over time. In minutes, users of the platform can connect the dots between customer interactions and quantitative metrics such as revenue, churn and customer lifetime value. Unlike other solutions that merely unify customer data, the Pointillist platform reveals high-impact customer insights and enables engagement with customers at optimal points along their journey. Pointillist is a business unit of Altisource Portfolio Solutions, S.A. For more information, visit: https://www.pointillist.com/ and connect on Twitter (https://twitter.com/pointillistview), LinkedIn (https://www.linkedin.com/company/pointillist/) and Facebook (https://www.facebook.com/PointillistSoftware/).
Pointillist (https://www.pointillist.com/)®, an award-winning provider of customer journey analytics software, today released a report on the 2019 State of Customer Journey Management & CX Measurement (http://myjourney.pointillist.com/report-custome...). The report, based on a survey of more than 700 CX, marketing, and analytics professionals, reveals trends and insights into how and why organizations are adopting a customer journey-based approach to customer experience measurement.
Key Findings:
1. Adoption of a journey-based approach to customer experience was identified by more than 90% of respondents as important to their overall success. A journey-based approach is most effective for improving customer satisfaction, customer retention and customer lifetime value.
2. High-performing organizations have significantly more mature CX measurement programs and are more likely to use a data-driven, journey-based approach. High-performers are also more satisfied with their organization's ability to rapidly generate customer insights, take actions based on those insights, and quantify the impact of those actions. High performers are also 3.2 times more likely than underperformers to use customer journey analytics to analyze and optimize customer experience.
More on S For Story
- $17.4 Million Total Revenue for First Half of 2025 (up 31.8% YOY) for Global Wet Trades Services Provider with High Value Bitcoin Investments
- $12.8 Million Net Revenue for 2024 for Cloud-Based Crowdsourcing Recruitment and SaaS-Enabled HR Solutions Provider: Baiya International Group Inc
- Indies United is pleased to present our July 2025 book releases
- New Book Music Care: The Bridge to Hope Explores Music as a Lifeline Through Life's Hardships
- Scott Burton Releases Chaos: The Weight of a Memory, a Poetic Journey Through What Still Lingers
3. Most organizations are unable to link customer experience metrics to quantitative business KPIs such as revenue and churn. Only 6% of respondents in under- and average-performing organizations state that they are satisfied with their organization's ability to quantify the impact of customer experience on business KPIs.
4. The top obstacle for effective measurement of customer experience is the inability to break down data silos and integrate cross-channel customer data. Only 11% of respondents in under- and average-performing organizations say they are very effective at integrating customer data. Respondents are using only 3.8 customer data sources to connect and analyze customer interactions across touchpoints, which is less than a third of the 12 most widely used sources. As a result, cross-channel customer journey analyses are based largely on incomplete information.
5. Current tools and technologies are insufficient for quantifying and improving customer experience because they do not provide a unified view of the customer journey. Despite employing more than 4.5 customer data and analytics technologies on average, less than 25% of respondents were satisfied with their ability to integrate customer data, rapidly generate insights, engage customers with the best experience, and quantify the impact of these actions.
"Our research confirms that customer experience is a top priority for most organizations and reveals that CX teams are now under pressure to improve customer experience and measure its impact on their overall business," stated Steve Offsey (https://www.linkedin.com/in/steveoffsey/), V.P. of Marketing at Pointillist. "According to respondents, the top obstacles for attaining these goals are an inability to integrate cross-channel customer data and quantify customer experience using their existing tools and technologies."
More on S For Story
- Hire Virtue Announces Executive Sponsorship Opportunity for Houston Hiring Blitz & Job Fair on August 6, 2025
- Industry Insider Unveils Groundbreaking Car Buying Guide for First-Time Buyers:
- Inked & Maxim Model Teisha Mechetti Turns Heads—And Builds Community Impact
- Twentieth Century Publications Helps Authors Turn Ideas Into Published Success Stories
- Award-Winning Author Debuts New E-Book
To download the full report, visit: 2019 State of Customer Journey Management & CX Measurement (http://myjourney.pointillist.com/report-customer-journey-management-cx-measurement.html?utm_source=website&utm_medium=press-release&utm_campaign=2019-cj-cx-report).
About Pointillist
The Pointillist customer journey analytics platform enables rapid discovery of customer insights, to help companies dramatically improve customer experience and marketing results. The platform reveals the actual paths customers take, as they engage with a company across touchpoints over time. In minutes, users of the platform can connect the dots between customer interactions and quantitative metrics such as revenue, churn and customer lifetime value. Unlike other solutions that merely unify customer data, the Pointillist platform reveals high-impact customer insights and enables engagement with customers at optimal points along their journey. Pointillist is a business unit of Altisource Portfolio Solutions, S.A. For more information, visit: https://www.pointillist.com/ and connect on Twitter (https://twitter.com/pointillistview), LinkedIn (https://www.linkedin.com/company/pointillist/) and Facebook (https://www.facebook.com/PointillistSoftware/).
Source: Pointillist
0 Comments
Latest on S For Story
- Psychologist-Turned-Hermeticist Releases Modern Guide to the Seven Hermetic Principles
- Winners Announced for Asia Pacific Business Awards 2024-2025
- Kids Reading Adventures Launches Big Summer Book Sale on Smashwords Starting July 1!
- Hamvay-Lang and Lampone.hu Join Forces with AIMarketingugynokseg.hu to Elevate Hungarian Lifestyle Brands on the Global Stage
- Google AI Quietly Corrects the Record on Republic of Aquitaine's Legal Sovereignty
- NYC Leadership Strategist Stacie Selise Launches Groundbreaking 4S Framework Series to Redefine Executive Excellence
- Make Innovation Matter: Support H.R.1's R&D Expensing Relief for American Small Businesses
- Agreement to Supply US-Based Defense Provider with Thin-Film Solar Tech for Orbital Application; Ascent Solar Technologies, Inc. (N A S D A Q: ASTI)
- Byrd Davis Alden & Henrichson Launches Independence Day Safe Ride Initiative with 500 Free Uber Credits
- New Novel From Essex Author Takes Readers on a Thrilling International Chase
- Kilpack's Dystopian Military Sci-Fi Novel Battle Calm Named Finalist in Utah Book Awards
- Anna D. Banks' Street Smart Series Soars: "Future Ready" Tops Charts, "Money Smart" Debuts #1
- databahn Launches GenAI Sales Intelligence Platform to Revolutionize Fortune 500 and Global 2000 Account Research
- IRF Builders Forum Brings Global Leaders to Washington, D.C. to Advance Religious Freedom Through Cooperative Engagement
- Anthony B. Bonapart Featured on the Cover of Entrepreneurs in the Spotlight Magazine
- Colorado Scenthound Locations Partner with Humane Colorado to Give Adopted Dogs a "Clean Start"
- Endoacustica Europe Unveils iPhone 13 Pro Max Spy Phone—Pure Hardware, Zero Software Changes
- Suzanne Harp named Managing Director in Texas, USA
- $10 Million Acquisition of GXR World Sports Assets Energizes Global Launch of Sports.com Super App by Online Lottery-Sports Game Provider: Lottery.com
- Shop American Made Goods: New Online Marketplace My American Goods Curates the Best of U.S. Made