Research

Analysis of 8 million interactions across the US food delivery market found cross-shopping, invisible competitor campaigns and a search intent gap.

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.

Leading banks influence under 30% of customer touchpoints, 68% of banking searches are non-branded, and AI answers increasingly replace the click.

AI compresses the journey. Research and comparison now happen earlier and elsewhere, leaving brand touchpoints to handle confirmation and action.

In a generative environment you don't rank, you're interpreted. Brands now compete to be included and then chosen inside an AI-generated answer set.

Alterian and CX Network surveyed 100 global leaders on the roadblocks, ROI and outlook for journey management. Actionable customer experience insights.

42% of businesses have made initial efforts to enhance journeys with CX technology. Only 10% have a fully integrated strategy. The gap is the opportunity.

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.

54% of organizations rank CX strategy as a high priority for 2024. Only 10% have an integrated journey strategy. The maturity gap is widening.

Alterian and CX Network research with 100 global leaders on CX priorities, journey management maturity, the roadblocks, and the role of AI.

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

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

Journey orchestration, real-time interaction management, cross-channel campaign management and CDPs all look alike on a feature list. They are not.