Black and Grey Illustrative Group Project Presentation

1. hannadigital.in CUSTOMER JOURNEY ANALYTICS TOOLS Understanding & Optimizing Every Customer Interaction

2. INTRODUCTION Customer Journey Analytics tools help businesses track, analyze, and understand every interaction a customer has across different touchpoints — from the first website visit to the final purchase and beyond. These tools combine data from multiple channels such as social media, email, websites, and ads to create a complete, real-time view of the customer experience.

3. WHAT IS CUSTOMER JOURNEY ANALYTICS? Customer Journey Analytics combines data from multiple channels to give businesses a comprehensive view of their customers. It tracks interactions across every touchpoint, from websites and emails to social media and ads. By analyzing these interactions, businesses can understand customer behavior, preferences, and pain points. This 360° perspective helps optimize marketing strategies, improve engagement, and drive better business outcomes.

4. IMPORTANCE • Identify customer pain points • Improve engagement and satisfaction • Boost conversions and loyalty • Personalize marketing campaigns • Optimize touchpoints across channels • Predict customer behavior and trends • Reduce churn and retain valuable customers • Enhance ROI on marketing efforts • Enable data-driven decision-making

5. KEY FEATURES OF CUSTOMER JOURNEY ANALYTICS TOOLS • Multi-channel tracking (web, social, email, ads) • Real-time dashboards and reporting • Journey mapping & behavioral analysis • Predictive insights and trend forecasting • Customer segmentation and profiling • Campaign performance tracking • Touchpoint optimization • Automated alerts for anomalies or drop-offs • Integration with CRM and marketing platforms • Visualization of customer pathways and funnels

6. BENEFITS FOR BUSINESSES Optimizing marketing campaigns, personalizing customer experiences, reducing churn, and increasing retention all contribute to making smarter strategic decisions. By leveraging data-driven insights, businesses can tailor their marketing efforts to the right audience, deliver experiences that resonate personally with customers, and foster long-term loyalty. This holistic approach not only minimizes customer attrition but also empowers companies to make informed, strategic choices that drive sustainable growth.

7. HOW IT WORKS • Collect Data – Gather customer interactions • Analyze Patterns – Find trends & insights • Build Models – Predict behavior • Take Action – Optimize campaigns & touchpoints

8. POPULAR TOOLS • Google Analytics 360 – Advanced web and multi-channel analytics for enterprise-level insights. • Adobe Analytics – Comprehensive data analysis, predictive modeling, and customer segmentation. • Salesforce Journey Builder – Visual journey mapping and personalized customer experiences. • HubSpot Marketing Hub – Integrated marketing automation, CRM tracking, and analytics dashboards. • Mixpanel – Behavioral analytics focused on product usage, engagement, and retention. • Oracle CX Unity – Unified customer data platform with AI-driven insights.

9. REAL-WORLD IMPact • Higher conversion rates • Improved customer engagement • Better ROI on marketing campaigns • Data-driven growth • Enhanced customer retention • Personalized marketing experiences • Reduced churn and lost revenue

10. hannadigital.in CONCLUSION Customer Journey Analytics tools help businesses track and analyze customer interactions across multiple channels, providing insights into behavior and preferences. They enable personalized marketing, optimize touchpoints, boost engagement, increase conversions, and drive loyalty, ultimately supporting growth and maximizing ROI.