10 Essential Customer Journey KPIs

The most relevant and actionable metrics to consider to drive better experiences.

The customer journey is changing. It’s time to look at it from the customer’s point of view.

Today‚Äôs customers find information through multiple channels, from voice assistants and phone support, to chatbots and email. This new, non-linear customer journey, makes finding pain points and creating effortless experiences increasingly difficult. To help, we’ve put together ten KPIs that are essential to understanding the journey through the customer’s point-of-view so that you can recapture and re-orchestrate those crucial moments.

What you’ll learn

An understanding of the journey through a customer-first approach
The 10 KPIs we recommend for identifying successes and roadblocks along the customer journey
How to turn these KPIs into actionable CX improvements

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