Practice

Learn how AI-powered journey intelligence helps CX teams uncover hidden customer behavior and accelerate decision-making, with a financial services example.

The funnel is no longer the system. It is a subset of a much larger journey, and most of that journey now happens where your analytics cannot reach.

A curated evening for CX, insights and VoC leaders in Denver on 9 April 2026, hosted with JourneyTrack and Thematic. Free to attend, space limited.

85% of Hyatt visitors also browse competitors. For Marriott it is 78%. Your dashboard reports on your channels, which is the smaller half of the story.

A tour of what each report in Journey Insight answers, from domain search and Insight Copilot through to campaign research and custom market creation.

Two case studies — consumer products and a regulated subscription service — showing how market-level journey data cut support costs and lifted conversion.

Siloed data, inconsistent cross-channel CX and no real-time capability are the three roadblocks. Proving ROI is what unlocks the budget to fix them.

A leading telco had disconnected channels and no view of the market. Journey Insight gave them friction points across every journey, and peer benchmarks.

Self-service cuts operational cost only when it feels easy, relevant and personalized. Five things that separate the ones that work from the ones that annoy.

A leading telco wanted visibility of the whole online competitive landscape without IT involvement. Journey Insight gave it to them.

Five ways businesses are using AI to recover lost revenue, cut operational cost, prevent churn, and deliver personalization at an individual level.

85% of leaders say understanding and acting on customer behavior is their biggest journey challenge. Only 50% use journey analytics to do it.

Only 10% of businesses have a fully integrated journey strategy. Four critical steps separate the early adopters from the ones falling further behind.

Streamlined journeys, individualization at scale, proactive issue resolution and operational efficiency—four strategies that cut cost without cutting CX.

What next-best-action actually is, three examples of it working in financial services, telco and travel, and four things to remember when implementing it.

Three strategies critical to optimized journeys, and four practical steps to improve your own—from journey mapping to fostering a customer-centric culture.

Individualized content at scale, faster responses and content intelligence—plus the three risks of generative AI in CX and how to mitigate them.

Journey analytics builds the business case, journey orchestration acts on it. Together they offer rapid time to value when budgets are tight.

Martech tools solve single channels well. Journey orchestration connects them, without a rip-and-replace, so the whole stack works at real-time scale.

Reduce high-cost interactions, stop churn before it happens, find untapped revenue and lift CSAT—four uses of journey analytics and orchestration.

How to give customers what they want at scale, prioritize the journeys that move KPIs, and prove the value of orchestration to financial decision-makers.

Prospects booked broker appointments and didn't show. With no view of the end-to-end journey, the CX team couldn't see why. Here is what changed.

A rideshare and autonomous vehicle testing business had siloed systems, unexplained delays and high attrition. They could not see where customers dropped out.

A leading retailer had no view of digital journeys and was deciding on assumption. Orchestrated experiences cut channel costs 50% and lifted engagement 20%.

Five questions CX leaders ask when comparing CDPs and journey orchestration platforms, answered by Alterian Product Director Alex Thompson.

Becoming customer-led is not a marketing project. It needs every department aligned on the same goal, and the technology to understand customers in the moment.

No visibility of customer actions, no way to prove ROI, no budget, technology limits, risk aversion and no time. How journey analytics addresses each.

VoC tells you how a customer felt afterwards. Journey analytics tells you what they were trying to do at the time. You need both to fix the right problem.

Billions of interactions across dozens of channels is not a problem a team can solve by working harder. Understand first with AI, then act.

A leading bank captured huge volumes of data across many channels and still had no idea what was going on, while making major CX decisions anyway.

Customer-led journeys cannot be controlled—the customer is in the driver's seat. Journey analytics is how you understand them and act anyway.

Integrate the data, understand the journey, orchestrate new ones, then automate and optimize. Four steps from insight to a changed customer experience.

A worldwide charitable organization faced rising donor abandonment and had no way to see where donors dropped off. Donations increased 18%.

An email-only abandon cart program and slow response times were losing customers to competitors. High-value conversions rose 19%, CSAT 15%.

Asked to cut costs and improve CX at the same time, with no view of actual journeys. The resulting business case saved over $7.5 million.

Hardly anyone suffers from a lack of data. What they lack is the ability to turn it into something they can use, in real time, across every touchpoint.

Research from partner Mobile Cloud on the benefits of low-effort CX—reduced operating costs, increased customer loyalty and higher customer spend.

40% of billing inquiry journeys that ended in the call center started online. Guiding customers back to self-serve lifted tool usage 174% in 30 days.

Strategy without technology produces good ideas nobody can implement. Technology without strategy optimizes the wrong things. You need both.

Apple Mail Privacy Protection removes pixel-based open tracking for 38% of the global mail market. What actually changes, and what to do about it.

Personalization keeps falling short because it runs in channel silos on stale data. Journey orchestration unites it across every channel and department.

To really understand journeys you need three things—the business view, actual customer behavior, and the opinions of customers. Most teams have one.

Your biggest group of prospects is the one you do nothing personal with. Five steps to identify, personalize for and convert unknown website visitors.

Spot attrition before it happens, personalize the recommendation, and move retention to the channels that cost less. One client retained $10m more revenue.

Creating new journeys in minutes rather than months, without a ticket to IT. Five things that let business users actually take control of the experience.

How ScottishPower and a global financial services business used journey orchestration to fast-track new initiatives, cutting inbound call volumes 80%.

Adopting new technology works if users enjoy using it. If they are happy, the tech gets used for more use cases and you reap the benefits in ROI.

A major streaming subscription business facing rising competition and price-sensitive subscribers increased retained revenue with in-the-moment interactions.

ScottishPower overhauled its enterprise marketing technology ecosystem, achieving lower churn, higher satisfaction scores and operational efficiencies.

Identity management company GBG had the consultancy skills and the data, but no central brain to link client systems together in real time. Here's what changed.

Journey orchestration is simply the opportunity to improve the customer's path to a desired outcome. What that requires behind the scenes is less simple.

Alterian CTO Dr Chris Nolan on the difference between AI and ML, where to start, and the pitfalls—including optimizing one team's metric into another's failure.

The challenge is rarely a shortage of CX ideas. It is getting the plans under way without picking a tool that cannot keep up six months later.

What ScottishPower's Forrester-documented CX program suggests about technology choice, building a use case, and aligning CX to the whole lifecycle.

Shorten phone calls, piggyback interactions you are already having, and stop marketing to people who already bought. Three cost savings that don't hurt CX.

The number of channels, options and customer types produces a proliferation of decisions to optimize. Machine learning manages complexity humans cannot.

Most teams have an abundance of CX ideas and no way to prioritize them. A six-step process from goals through to measuring and refining what you shipped.

Being personal and relevant in a single channel is useful, but it doesn't solve the problem. Customers don't worry about your silos—they see one brand.