Journey Analytics:
Find What’s Broken and Fix It

You can’t improve customer experience if you don’t know what’s broken. Yet many organizations still rely on assumptions and isolated metrics instead of seeing the full journey.

Participants joined CSG and a select group of senior enterprise leaders for a practical, peer-driven discussion on how journey analytics is helping brands uncover friction, reduce costs, and restore customer trust. For example, a leading financial services provider cut agent call volume by 25% by identifying and fixing digital gaps in their payment journeys.

We explored how to:

• Identify breakdowns across billing, care, security, and service journeys
• Replace manual CX analysis with automated, insight-driven improvement
• Use journey data to enhance digital containment, routing, and personalization
• Align IT, CX, and operations teams on measurable customer impact

Session Highlight:

Participants enjoyed a 20-minute sommelier-led wine tasting experience as part of the session—they relaxed, connected with peers, and elevated the conversation in a unique virtual setting.

If you’re responsible for customer experience, operations, or digital innovation, this was your chance to explore how journey analytics can turn disconnected experiences into competitive advantage.