Customer Journey Analytics Statistics

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Customer Journey Analytics Statistics 2023: Facts about Customer Journey Analytics outlines the context of what’s happening in the tech world.

LLCBuddy editorial team did hours of research, collected all important statistics on Customer Journey Analytics, and shared those on this page. Our editorial team proofread these to make the data as accurate as possible. We believe you don’t need to check any other resources on the web for the same. You should get everything here only 🙂

Are you planning to form an LLC? Maybe for educational purposes, business research, or personal curiosity, whatever the reason is – it’s always a good idea to gather more information about tech topics like this.

How much of an impact will Customer Journey Analytics Statistics have on your day-to-day? or the day-to-day of your LLC Business? How much does it matter directly or indirectly? You should get answers to all your questions here.

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Top Customer Journey Analytics Statistics 2023

☰ Use “CTRL+F” to quickly find statistics. There are total 35 Customer Journey Analytics Statistics on this page 🙂

Customer Journey Analytics “Latest” Statistics

  • Around 20% of cross-device transactions completed on a desktop start on a smartphone, and 35% of those completed on a smartphone begin on a desktop.[1]
  • Businesses are around 33% more likely to anticipate customer attrition and satisfaction using trip analytics, according to Mckinsey.[2]
  • 67% of customer turnover might be prevented if a client’s issue was fixed on their first engagement.[2]
  • The last interaction model in analytics gives the last touchpoints, or clicks that come just before purchases or conversions, a 100% credit.[3]
  • The first interaction model gives touchpoints that start conversion pathways 100% credit.[3]
  • Even when a customer visits a brand’s website or mobile app with the intention of making a purchase, 32% of consumers seldom or never do so.[3]
  • Since chatbot integration is a highly scored metric and a powerful conversion cue, an increase of more than 15 percentage points is really significant.[4]
  • Forbes claims 84% of businesses report more income when they try to enhance customer satisfaction.[4]
  • According to Mckinsey, 56% of consumer contacts take place across a multichannel multievent journey.[4]
  • Since the chat widget customization objective was introduced, 86% of users have finished the tooltip walkthrough experience from user pilot.[4]
  • 82% of poll participants anticipate that shops will be able to satisfy their expectations and suit their preferences.[5]
  • 76% of companies say they are increasing their spending on providing numerous customer care channels.[5]
  • PWC discovered that the number of businesses investing in the omni channel experience has increased from 20% to more than 80% in their 2020 study.[5]
  • PWC polled 15,000 people for their future of CX research, and they discovered that 1 in 3 consumers would stop using a brand they love after only one unfavorable encounter, while 92% would entirely give up on a business after two or three negative encounters.[5]
  • 79% of marketing professionals who have created a plan state that increasing client satisfaction and retention is the strategy’s main goal.[5]
  • 28% of respondents mentioned that customer journey management and targeting are goals for the year.[5]
  • Only 47% of CEOs claim to fully comprehend how robots and AI will enhance the consumer experience.[5]
  • According to PWC, 32% of customers say they would stop supporting a business they love after only one negative encounter.[5]
  • Over 90% of people feel that CX is a top priority, regardless of the discipline, industry, or corporate revenue.[5]
  • The prospects for CX statistic in 2020, 84% of customers said they used digital platforms more regularly.[5]
  • Before making a purchase, US customers communicate with businesses on social media by asking questions, and 59% of them anticipate doing so in the future.[5]
  • With 88% of customers saying it’s their favorite method of contact, voice is still the preferred customer support channel in most situations.[5]
  • By 2022, 40% of organizations are anticipated to have used AI, up from the current 90% during the next three years.[5]
  • By halving the number of calls from customers making their initial payment, the bank will save almost $3 million.[6]
  • According to the statistics, 81% of those calls were made as a result of an IVR issue with one of the bank’s self.[6]
  • In the first year after installing the solution, they project that the program would cut their total churn rate by around 2.0%, saving the company an estimated 1.8 million in lost revenue.[6]
  • The cost of cybercrimes has climbed by about 78% in the last four years, and the amount of time it takes to stop an assault has doubled.[7]
  • During the projected period, the market for customer journey analytics is expected to increase fro$8.3 billion in 2020 to $25.1 billion by 2026 at a compound annual growth rate of 20.3%.[7]
  • Just 13% of the CX leaders we polled said they had complete trust that their cx measuring method gave a true representation of their clientele.[8]
  • Only 16% of CX leaders said that surveys provide them sufficient granularity to address the underlying issues of CX success.[8]
  • Just 4% of the CX executives we polled said that their system allows them to determine the return on investment of CX initiatives.[8]
  • Only 7% of a company’s customers are typically sampled in a standard CX study, giving a very restricted picture of what consumers value and experience.[8]
  • Customers want companies to know what they enjoy in the increasingly chaotic digital environment, and marketers are taking notice, with almost 90% claiming that customization is enhancing their marketing.[9]
  • Nearly 90% of consumers start their search for a new product online nowadays, making it a common habit.[9]
  • 29% of retail and consumer goods marketers report using voice in their marketing strategies at the moment, and 37% aim to do so in the next 12 months.[9]

Also Read

How Useful is Customer Journey Analytics

First and foremost, customer journey analytics allows companies to truly understand the end-to-end customer experience. Traditional analytics tools may provide insight into individual interactions or transactions, but they often fail to provide a holistic view of the customer journey. By connecting the dots between different touchpoints – from initial brand awareness to post-purchase support – businesses can gain a comprehensive understanding of how customers interact with their brand at every stage of the buying process.

This deep level of insight has the potential to drive significant improvements in customer experience and engagement. By analyzing customer behavior at each touchpoint, companies can identify pain points, bottlenecks, and areas of friction that may be hindering customer satisfaction. Armed with this knowledge, businesses can take targeted actions to address these issues, ultimately leading to a smoother, more seamless customer journey.

Furthermore, customer journey analytics can help companies personalize their marketing and communication efforts. By understanding how customers move through the buyer’s journey, businesses can tailor their messaging and content to meet the specific needs and preferences of individual customers. This level of personalization not only enhances the customer experience but also increases the likelihood of conversion and repeat purchases.

In addition to improving customer experience and engagement, customer journey analytics can also drive operational efficiency and cost savings. By identifying inefficiencies in the customer journey – such as redundant processes or unnecessary touchpoints – companies can streamline operations, eliminate waste, and ultimately reduce costs. This not only benefits the bottom line but also frees up resources that can be reinvested into other areas of the business.

Moreover, customer journey analytics can contribute to a more data-driven and customer-centric culture within an organization. By leveraging data and insights to inform decision-making, companies can break down silos, foster collaboration, and ensure that every department is aligned around a common goal – delivering exceptional customer experiences. This holistic approach to business can help drive innovation, spur growth, and ultimately position the company for long-term success in an increasingly competitive marketplace.

In conclusion, while customer journey analytics is undeniably a valuable tool for businesses looking to gain a deeper understanding of their customers and enhance the overall customer experience, its true value lies in its ability to drive meaningful change and generate tangible results. By leveraging customer journey analytics to identify pain points, personalize marketing efforts, drive operational efficiency, and foster a data-driven culture, companies can create lasting relationships with customers, differentiate themselves in the market, and ultimately drive sustained growth and success.


  1. adobe –
  2. g2 –
  3. medium –
  4. userpilot –
  5. webinarcare –
  6. genesys –
  7. marketsandmarkets –
  8. mckinsey –
  9. salesforce –

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