Product

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

70–90% of the customer journey happens outside owned channels. Journey intelligence turns anonymized, market-wide behavior into something you can act on.

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.

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

Alterian recognized as a Leader in the Customer Journey Orchestration Wave, Q2 2024, with the highest possible scores in 18 criteria.

Alterian named a Leader in The Forrester Wave™: Customer Journey Orchestration Platforms, Q2 2024, with the highest possible scores in 18 criteria.

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

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.

How AI is reshaping customer journeys, enriching experiences and giving businesses a competitive edge, with real-world examples throughout.

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

How journey orchestration integrates with the systems you already run, breaking down data silos without a rip-and-replace of your martech stack.

Segmenting customers by shared attributes is no longer enough. AI moves journey analytics and orchestration from grouping people to understanding them.

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.

What partners get from the Alterian relationship—new services to sell, deeper client value, higher retention, and a lower cost to serve.

Amazon found every 100ms of delay costs 1% of revenue. Real-Time CX orchestrates the next best experience in under 100ms, every time.

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.

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

Brands can no longer map the journey they want customers to take and expect them to follow it. Customer-led orchestration treats each person as an individual.

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.

Analytics without orchestration produces insight nobody acts on in time. Orchestration without analytics acts on the wrong thing. They are complementary.

Alterian named a Leader with the highest possible scores in 15 criteria, including journey orchestration, journey behavior analysis, usability and scalability.

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.

A strategic partnership bringing customer journey orchestration to Finnish clients, built on Alterian's Real-Time Customer Experience Platform.

Alterian's partner Data Axle debuts an omnichannel campaign management solution for nonprofit marketers, built on top of Alterian software.

A journey analytics package that accelerates understanding of customer behavior, simplifies analysis with AI, and recommends impactful next-best actions.

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.

A strategic partnership integrating Alterian's Real-Time CX Platform with Mobile Cloud's robotic process automation across front and back office.

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

Alterian recognized as a Leader in The Forrester Wave for journey orchestration platforms, Q2 2020, evaluated on current offering, strategy and market presence.

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.

Alterian identified in the next-best-experience and personalization functionality segments of Forrester's Now Tech RTIM report, Q2 2020.

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.

You don't want to replace your existing technology. The question is whether you can make it work harder, and five things needed to do that.

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.

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