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CUSTOMER JOURNEY OPTIMISATION

Streamline personalised customer journeys

Transform your digital experience with a complete view of the omnichannel customer experience.
With Qualtrics customer journey optimiser, you can take your customers where they want to go—
in the fastest and most profitable way.

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CUSTOMER JOURNEY ANALYTICS

Identify what’s stopping customers from reaching their desired destination

Make it faster and easier for your customers to get to where they need to go with customer journey analytics capabilities. Spot friction points across omnichannel journeys and identify how to fix them, or redirect customers to a better user experience.

CUSTOMER JOURNEY ORCHESTRATION

Deliver the right experiences at the right time

Increase customer engagement by creating ideal customer journeys. Use pre-built integrations with your existing system and first-party data to engage with customers during key user journey moments and help them reach their end goal.

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The ultimate guide to customer journey mapping

Wondering how to improve your customer’s experience from start to finish? Journey mapping can do just that. Journey mapping can help you pinpoint and document key moments of your customer’s experience and help you identify what is working and where you should focus to make improvements.

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CUSTOMER PROFILE CREATION AND ENRICHMENT

Personalise experiences with zero party data

Limit your dependency on third-party data and fuel your personalisation programs by using zero-party data to stay close to your customers and remove the guesswork from
decision-making.

  • Understand customer preferences in the context of their digital experience, without relying on first and third party cookies
  • Enrich customer XiD profiles, identify target segments to deliver personalised experiences
  • Increase customer engagement and generate leads with targeted email campaigns, in-product interactions, and website and app promotions

Pre-Built Solutions

Best-in-class every time

Get your feedback program up and running in no time with our expert out-of-the-box methodology, proven to increase customer spend.

  • Know when, where and how to ask questions to maximise program effectiveness
  • Benchmark your program against top competitors and industry references
  • Reduce time to insights and see faster improvements with pre-built best practices

Upgrade your programs simply with flexible, scalable pricing plans

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More about customer journey optimisation


Customer journey optimisation identifies what customers want to achieve, the steps they take across channels to achieve those outcomes, and the key pain points along the way. Customer journey optimisation requires taking action to help customers achieve their desired outcomes faster and in a more fulfilling way, by improving the quality of each customer interaction and minimising the number of required steps to achieve those outcomes.


Customer journey orchestration is a subprocess of customer journey optimisation focused on delivering the right customer experience at every point across customer journeys, removing customer pain points and helping customers achieve their desired outcomes.


Customer journey analytics is a subprocess of customer journey optimisation focused on identifying what customers want to achieve, the steps taken across channels to achieve those outcomes, as well as identifying behaviors that are more likely to convert and key pain points along the way. These insights can then be used for journey orchestration, ultimately helping brands to optimise customer journeys.

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