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“Native AI and Generative AI-powered applications are now expected across almost every industry today. Digital Wave Technology has quickly emerged as a leader in this. The company’s ONE™ Platform and solutions position organizations to be future-ready — and Digital Wave Technology does it more effectively than any other provider in the market,” Mitchell noted. “I'm eager to contribute to a team that not only meets the current demands but also innovatively anticipates and shapes the future needs of our customers.”

Digital Wave Technology is known for its Digital Wave ONE™ Platform, which unites every aspect of the omnichannel product journey. The addition of Mitchell to the team aligns with the company’s strategic focus on expanding its presence in the retail, consumer goods, and healthcare sectors.

About Digital Wave Technology

Digital Wave Technology provides turnkey and extensible enterprise AI applications that meet the business-critical needs of global corporations in consumer industries including retail, consumer goods, and healthcare. The company’s single integrated analytical platform offers packaged and extensible applications, as well as the flexibility for rapid development of new solutions, giving customers a competitive edge. Its strategy hinges on relentless innovation and a commitment to delivering unparalleled value through business-use-case-driven technology with impeccable customer service. Digital Wave Technology laid its foundation in enterprise Product Information Management and Master Data Management, which now serves as the common data model underpinning an ever-growing list of best-in-class solutions. Learn more at www.digitalwavetechnology.com .

Matthew Boncosky Ketner Group Communications (for Digital Wave Technology) [email protected]

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A complete guide to customer journey analytics.

13 min read Customer journey analytics can help you to nail down exactly why your customers behave the way they do and tie your customer experience efforts to financial outcomes. Learn how to use customer journey analytics for improved CX with our ultimate guide.

What is customer journey analytics?

Customer Journey Analytics is the process of understanding the impact of every interaction a customer has with your business.

Often, customer journey analytics starts with a customer journey map , which is presented as a graph, flow chart, or other visual that documents each stage of the relationship between a customer and a brand.

However, instead of just charting their customer journey on a map, customer journey analytics takes a further step to analyze what effect each interaction has on your customers’ decisions.

Further information is overlaid to help analyze how each interaction drives customers toward the end goal.

Customer journey analytics can include analysis of:

• Customer needs
• Emotional highs and lows
• Key metrics per step in the journey
• Customer satisfaction scores , customer effort scores , and other survey results

Customer journey analytics can help you to direct your customers’ attention and resolve any pain points that stop them from taking desired actions. It helps you to augment your customer experience and develop a customer journey that not only gets customers to where you want them to go, but helps them connect to the journey itself.

Learn the analytics and ROI on customer journey management in our free course. 

Customer journey analytics vs. customer journey mapping

Many brands have a broad sense of their customer journey but haven’t optimized it by creating a comprehensive customer journey map or analyzing what affects their customers’ experience.

Customer journey analytics and customer journey mapping are complementary but different processes. Here are the main ways in which they are distinct, and how they work together.

What is customer journey mapping?

Customer journey mapping is the process of laying out the end-to-end journey in a clear way. Creating a map of every touchpoint your customer will experience means you can see what steps your customers take to reach the end goal of a purchase, signup, or other action.

Often, journey maps are documented at the process level. For example, an insurance provider would map the claims process, and a bank would document the new account process.

Some common components of customer journey maps include:

• The process being evaluated
• The stages of the journey
• Critical customer interactions and touchpoints
• Representative customer quotes
• Key customer expectations
• Metrics like satisfaction score, mention volume, NPS
• Trends in topics related to this part of the journey

Our ultimate guide to customer journey mapping can help you to draft your first customer journey map or optimize one you have already.

How do you use customer journey analytics with customer journey mapping?

As we’ve already explained, customer journey analytics is the process of gathering as much information as you can from every part of the journey and analyzing the journey for pain points and successes.

Understanding which parts of the journey function as planned and which obstacles are in the way of your customers’ progress means you can take action to ensure they complete their journey as you intend.

Benefits of customer journey analytics

There are several benefits to completing customer journey analytics. From better understanding your customers’ behavior to a better ROI for your customer experience , customer journey analytics gives you better insights and a more informed strategy for improvement.

Your brand becomes more customer-centric

Understanding the customer journey allows your company to be more customer-centric . It allows you to closely evaluate the activities, expectations, thoughts, and feelings of your customers . You learn what they like and dislike, how to move them through your buying cycle, and how to satisfy and retain them . When journey mapping is complemented with customer journey analytics it helps you understand the priority for your customer experience initiatives.

Your business becomes more unified

In addition, with the right focus, customer journey mapping and customer journey analytics break down internal silos. They empower you to streamline services across departments. Not only that, but they help to align everyone by providing a common understanding of the customer experience. Employees get greater visibility into what happens upstream and downstream of their interactions with customers, letting everybody provide a more consistent, high-quality experience.

You can find track issues as they happen

With a sophisticated customer journey analytics platform, you can pinpoint issues in real-time. You can test new approaches and see their influence on your customer experience and bottom line with analytics that update as quickly as you need them.

You see direct and indirect feedback in one place

Explicit feedback – for example, the information you gather through surveys – is easier to pinpoint to specific interactions customers have with your brand. The customer has an experience and directly after, you request input.

Implicit feedback is more complex to understand. This type of data might include operational data such as sales numbers, or it might cover social mentions, what your customers say on the phone to your care center, third-party reviews, and more.

Understanding how your audience thinks, feels, and acts in response to customer interactions without directly asking them might seem impossible, but with tools such as conversation analytics , you’re able to link your customer journey to this type of customer data.

See how Qualtrics CustomerXM enables customer journey analytics

An example of using customer journey analytics

Customer journey analytics can be used to understand the impact of sub-journeys limited to single processes – such as opening a new account – or the entire digital customer journey .

Below is an example of how you can use customer journey analytics to chart the success of each journey.

Resolving a customer satisfaction issue for a specific sub-journey

Let’s take a printer business that provides hardware to its customers. The brand has realized that the repair sub-journey is currently leading to low Net Promoter Scores (NPS) and a higher cost to serve per customer.

The journey

First, the brand needs to chart the customer journey. It looks like the below:

• A customer has an issue with their printing device
• They call the customer care center to schedule a repair
• The service agents arrive at their place of residence
• The repair is made

However, there are other ways this journey might unfold. For example:

• The service agents arrive at their place of residence but the customer is not present
• The repair cannot occur, so the customer has to call again to reschedule the repair
• The repair is made at a later date when the customer is present

The analysis

Overlaying the NPS scores on this latter journey, the company realizes that the NPS score drops when the customer has to reschedule the repair. Asking the customer to go through the same process once again to rebook their appointment is causing customers to feel less satisfied with their experience.

Using natural language processing (NLU), the team can also see that there is a more negative sentiment expressed in the open text question they have added to the NPS survey. With the additional calls to the care center, the cost to serve each customer also increases.

The resulting action  

The brand decides it’s best to provide other means to customers to book their appointments at a time to suit them. Offering customers a self-service booking system that they can access via their mobile on an app or through the website gives the customers more control over when their appointment occurs. Adding a facility to reschedule any booked appointments for a more convenient time and accentuating this with push or text notifications when the repair team is on their way can help to see if this reduces the instances of missed repairs and reduces the impact on the customer care center .

With customer journey analytics in place, the brand team can see if this improves NPS scores at the same points in the customer journey, and measure in financial terms the impact of actions taken for improved customer experience .

How to use customer journey analytics

Customer journey analytics provides the insight you need to successfully manage your customer’s journey. From lowering customer churn to helping you predict customer behavior, putting a customer journey analytics solution in place will help you to leverage your customer behavioral data for financial success.

But how do you start using customer journey analytics? Below is the outline of the actions you’ll need to take.

1. Map your customer journeys and aggregate data

First, you need to create a customer journey and aggregate the customer data that you already have. Good customer journey analytics tools will be able to do this for you, cutting down the time your team needs to spend sourcing data from third-party locations, customer service chat logs, and survey results.

Competent customer journey analytics software will also be able to track data in real-time, allowing you to build a comprehensive map that reacts to current customer behavior . It should also be able to draw data from numerous sources, helping you to break down traditional business silos and understanding customer interactions from all business angles: sales, marketing, and more.

Learn the five competencies for customer journey mapping

2. Analyze your customer behavior and data

Once you have your customer journeys mapped out and your data collected, you can link specific interactions to particular customer behavior, survey results, social media comments , and more. You’ll need a customer journey analytics solution to be able to link all of this data together in an efficient way.

3. Take action informed by data-led insights

Customer journey analytics provides you with the ability to see cause and effect, as well as providing you with concrete steps to change specific interactions or the entire customer journey. When customers react badly to specific processes or interactions, you can test how changes in your customer journeys affect their future decisions.

Not only that, but you can coordinate your teams across your business to work on customer satisfaction with their experience, based on the data you’ve analyzed. For example, if customers are led to purchase through your marketing but aren’t happy with their purchase, they will deal with your marketing , sales, and customer care teams. Understanding what specifically caused a problem for them means you can inform each team of actions they can take to improve.

How customer journey analytics can improve your customer experience

Brands often hit a wall when trying to measure customer experience . Charting your customers’ often nebulous sentiment and which actions have an impact on customer experience can be difficult without the right tools to hand.

Understanding the return on investment for specific actions taken for customer experience is difficult for a number of reasons:

• Data is siloed or overwhelming
• Business departments work separately with a lack of oversight
• Actions aren’t based on data
• There isn’t a way to track the impact of actions on customer experience

Qualtrics CustomerXM allows you to see the value of customer journeys with rich data analysis, provided through conversational analytics . With natural language understanding, Qualtrics is able to provide you unrivaled insights into customer emotions, sentiment, and more to paint a complete picture of friction points and their rationale. Powered by feedback from multiple areas of your business, you are able to create a plan of action with a tangible effect on your customer experience and business outcomes.

With a deeper understanding of customer behavior, your brand is able to not only understand the return on investment of your actions but develop a customer experience that delivers results. Extending your customer lifetime value , increasing customer satisfaction, and reducing customer churn becomes easier when you understand the triggers for the behavior.

Learn how to take action on customer journey management with our free online course

Related resources

Customer Journey

How to Create a Customer Journey Map 22 min read

B2b customer journey 13 min read, customer interactions 11 min read, consumer decision journey 14 min read, customer journey orchestration 12 min read, customer journey management 14 min read, customer journey stages 12 min read, request demo.

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The sandbox’s journey from mobile gaming to a leading web3 platform with sebastien borget.

In a captivating episode of The Silicon Dreams podcast , Soniya Ahuja Founder and CEO of Orbis86, sits down with Sebastien Borget , the Co-Founder and COO of The Sandbox, to discuss the origins, blockchain integration, and user engagement strategies of the pioneering decentralized gaming virtual world. Borget, who also serves as the President of the Blockchain Game Alliance, shares insights into the evolution and success of The Sandbox from its inception in 2012 to its current status as a major player in the Web3 space.

Origins of The Sandbox

Borget recalls the early days when The Sandbox was a simple mobile game on Kongregate, adapted for smartphones to allow users to manipulate elements using touch gestures. The game saw tremendous success, amassing over 40 million downloads. This early success underscored the potential of user-generated content in gaming, paving the way for the platform’s future developments.

Blockchain Integration: A Game-Changer

In 2018, recognizing the limitations of traditional platforms in enabling direct monetization for creators, Borget and his team decided to leverage blockchain technology. Inspired by CryptoKitties and the concept of NFTs, they rebuilt The Sandbox from the ground up to integrate blockchain, allowing creators to monetize their work securely and directly. This strategic shift culminated in the launch of the SAND token in 2020, revolutionizing the creator economy.

Navigating Challenges and Embracing Opportunities

Borget highlights the challenges posed by App Store commissions, which hindered scalability and creator retention. The adoption of blockchain technology enabled peer-to-peer transactions and secure asset ownership, addressing these issues effectively. Joining forces with Animoca Brands in 2018 further propelled The Sandbox’s growth, particularly in the Asian market, where Web3 adoption is strong.

Community and Collaboration at the Core

The Sandbox’s success is deeply rooted in its vibrant community. By fostering an environment where creators and users can thrive, The Sandbox has onboarded thousands of creators and attracted major brands like Atari, Ubisoft, Adidas, and Gucci. The platform’s diverse applications range from immersive learning experiences to innovative brand engagement strategies, making it a central hub for Web3 experiences.

Empowering Users and Expanding Horizons

Borget emphasizes The Sandbox’s commitment to user engagement and empowerment. The platform offers an immersive environment where users can express themselves freely, design unique avatars, and interact in a global digital space. The Sand token, pivotal to the ecosystem, facilitates transactions and rewards, with plans including the launch of a DAO to further empower landowners and foster sustainable growth.

Looking Ahead

Sebastien Borget envisions a promising future for The Sandbox, with ongoing education initiatives, game challenges, and collaborations with top-tier brands to create immersive experiences. By continuing to support and uplift creators, The Sandbox aims to drive innovation and growth in the Web3 space.

Orbis86 is at the forefront of pioneering Gaming as a Service for Web3 Communities, focusing on inclusivity and cross-chain collaboration. Through global events and strategic partnerships, Orbis86 provides comprehensive insights into the evolving landscapes of Web3 and AI.  

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Informatica Summit in Saudi Arabia to Accelerate Path to Cloud-Powered Digital Transformation

Informatica plans office opening in saudi to solidify ai-powered presence in region, news follows informatica’s announcement of first ever intelligent data management cloud™ (idmc) platform in kingdom.

Riyadh, Saudi Arabia, May 29, 2024 – Informatica (NYSE: INFA), an enterprise cloud data management leader, today opened its doors to the first major data innovation summit in the Kingdom, which is set to outline a roadmap for how Saudi Arabia can accelerate its vision for becoming a cloud-first data-driven state ahead of the World Expo 2030.

The event, Informatica Summit Saudi Arabia 2024 , brings together top industry leaders from around the world, including companies such as Accenture and Google. Throughout the event, attendees will engage in meaningful discussions on how AI-enabled data management and Generative AI can help empower all sectors of the economy.

Following the rapid growth in data adoption, the sessions - including those on Accelerating Your Cloud Journey, Compliance as the Competitive Advantage and Building the Intelligent Data Cloud - are set to empower governments and businesses from airlines to financial institutions to accelerate their digital cloud journeys.

The event itself comes at an opportune time for the company, which is due to open its first ever office in the Kingdom in the coming months. The new office will reinforce Informatica’s presence in the region, offering scalable, cloud-first data management solutions, aligning with the Saudi government’s mandate to digitally empower all sections of the economy by 2030.

The news also follows the major announcement in April that Informatica launched its AI-powered Intelligent Data Management Cloud™ (IDMC) platform in Saudi Arabia, a first for the Kingdom. The investment includes establishing a new Point of Delivery (PoD) in Riyadh, on Google Cloud, which will enable the company to better support local partners and organisations with its cloud data management platform in line with local regulations.

Amit Walia, CEO at Informatica said: “ We are currently witnessing history in the making in the Kingdom. Nowhere in the world are we seeing such rapid adoption of digitalization and this is the core of Saudi Vision 2030. Today we are at the crossroads, armed with an opportunity we cannot overlook - the future is wedded in cloud computing and AI. We have a key role to play in helping governments and businesses to manage their data, accelerate decision making and ultimately drive innovation. ”

With reports from the Ministry of Communications and Information Technology 1 that the cloud computing sector is expected to double in size over the next three years, adding USD $13.3 billion to the country’s GDP, this event, office opening and the IDMC platform is set to help transform Riyadh into a data-driven state that can further economic and digital growth across the Kingdom.

For more information, please visit https://www.informatica.com .

About Informatica

Informatica (NYSE: INFA), an enterprise cloud data management leader, brings data and AI to life by empowering businesses to realize the transformative power of their most critical assets. We have created a new category of software, the Informatica Intelligent Data Management Cloud™ (IDMC). IDMC is an end-to-end data management platform, powered by CLAIRE® AI, that connects, manages and unifies data across any multi-cloud or hybrid system, democratizing data and enabling enterprises to modernize and advance their business strategies. Customers in approximately 100 countries, including over 80 of the Fortune 100, rely on Informatica to drive data-led digital transformation. Informatica. Where data and AI come to life.

Media Contact:  Informatica Public Relations [email protected]

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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. 

5G fixed wireless access (FWA) is transforming the way businesses connect to the global network, especially in areas where fiber is not available. Market analysis from Wells Fargo recently indicated that nearly all net-new broadband accounts in the United States are FWA. Despite this demand, FWA point solutions inhibit the scale potential of FWA when expanding to multiple locations. Businesses need a better way to implement 5G FWA across their growing branch footprints.

Accelerating time-to-market with cloud management

Cisco is pleased to introduce its first 5G standalone (SA) cloud-managed FWA devices, the Meraki MG52 and MG52E cellular gateways, to accelerate the way businesses open and connect branches. Managed through the Cisco Networking Cloud, these devices help businesses scale robust, always-on, 5G-connected experiences to more people and places without compromising scale and performance. For branch-based businesses and organizations with remote operations, the MG52 and MG52E deliver:

• Faster “day zero” operations by enabling businesses to purchase and activate AT&T data plans with an integrated complimentary introductory period directly from the Cisco Meraki dashboard
• Lower operating expenditures by enabling businesses to streamline deployment with instant-on provisioning via Cisco IoT Control Center and Meraki
• Higher return on investment by ensuring long-term compatibility with multigeneration cellular service (4G, 5G NSA, 5G SA) and reducing upgrade costs with future-ready 5G SA

Simplifying the 5G journey

Businesses often suffer from delayed time to market due to long lead times associated with disjointed processes and multivendor complexities in opening and connecting branches. AT&T and Cisco saw an opportunity to reach customers more quickly with a jointly developed, innovative, out-of-the-box experience, offering a deep integration with AT&T Wireless WAN services to help businesses get started even faster. Businesses can now immediately connect full-stack, secure Cisco SD-Branch and SD-Campus networks with 5G FWA at all their branches—up to thousands at once. AT&T enables business IT leaders to prepurchase FWA data plans directly from the Meraki dashboard to leverage cloud-managed eSIM on the MG52 and MG52E. “Together with Cisco, we are making it faster and easier than ever for companies to reimagine their networks and conduct business with next-level connectivity,” said Mike Troiano, Senior Vice President, Product and Pricing, AT&T Business. “This offer is yet another way we are demonstrating our commitment to simplifying business challenges and enhancing the end-user experience.”

Consistent, unwavering, robust performance

5G FWA is often the best choice for WAN when a business needs to immediately connect a site with minimal downtime, provide connectivity diversity and redundancy, or conduct a large branch deployment. It is also the best WAN choice for:

• Rural and remote regions where wired WAN can take over nine months to deploy
• Single-occupancy real estate where a wired WAN connection doesn’t exist
• Space-constrained locations where a WAN gateway must be deployed in small, tight spots
• Pop-up sites where a wired WAN is implausible to deploy
• Nonconventional locations such as basements or rooftops too far from wired WAN

Discreet, versatile, pervasive connectivity

The MG52 and MG52E enable businesses to open branches immediately, boost network resiliency, and increase ROI on FWA investments. Multisite, branch-based verticals, such as retail, food services, hospitality, healthcare, financial services, manufacturing and supply chain, transportation, logistics, and more, can expand their charters and offer services to new customers in new markets. Well-orchestrated deployments can also offer greater business agility, getting to market faster with same-day, full-stack SD-Branch and SD-Campus connectivity with Cisco Meraki or Cisco Catalyst networks.

Intuitive, streamlined, scalable management

Wired remains a highly reliable and fast-performing WAN option for businesses. For most use cases, FWA offers a strong complement to wired WAN, particularly when using SD-WAN, SD-Routing, or routing to take advantage of Cisco traffic orchestration features such as load balancing, traffic shaping, uplink selection, and more. Businesses can extend secure connected experiences everywhere using Cisco Talos-powered cybersecurity capabilities—firewall policies, content filtering , intrusion detection and prevention (IDS and IPS) , advanced malware protection (AMP), and more—using both wired WAN and FWA.

Partnering with telecommunications industry leaders

For businesses looking to partner with a managed service provider, Cisco is teaming up with AT&T, T-Mobile, and Verizon Business to provide robust, reliable, same-day cloud-managed 5G FWA by offering the MG52 and MG52E as a fully managed solution. T-Mobile is teaming up with Cisco to enhance its Connected Workplace offering by making the MG52 and MG52E available as part of its fully managed, end-to-end 5G FWA solution. “When we launched Connected Workplace earlier this year, one of our primary objectives was to continually enhance the solution to meet the evolving needs of our customers,” said Chris Melus, VP of Product Management, T-Mobile for Business. “The addition of the MG52 and MG52E means our customers have a 5G SA gateway that leverages the full power of T-Mobile’s nationwide 5G SA network. It also gives them more choice when it comes to optimizing their networking infrastructure, reducing IT workload and enhancing operational efficiency.” Verizon Business and Cisco are partnering to offer businesses full-stack, cloud-managed, scalable networking with Verizon 5G FWA built around the flagship MG52 and MG52E FWA devices. “Businesses need an easy, powerful, and scalable way to deploy high-performance 5G fixed wireless access,” said Debika Bhattacharya, Chief Technology Solutions Officer, Verizon Business. “We’re proud to partner with Cisco to bring businesses reliable 5G connectivity with an emphasis on simplicity, optionality, and capability.”

Business continuity starts now

Together with cloud-managed eSIM integration with AT&T, the MG52 and MG52E offer many new capabilities to elevate the way branch-based businesses get connected and serve their customers. With same-day connectivity, the flexibility to be deployed anywhere, and robust, reliable performance, IT teams can help drive their organizations forward with greater ease and success.

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Title: Omenium: The Ultimate Gaming Platform for Mastering and Exercising Financial Foresight in Digital Market Trading Description: Embark on a journey of financial mastery with Omenium, revolutionary Gaming Platform designed not just for showcasing foresight in cryptocurrency and stock markets, but also for learning, practicing, and enhancing your trading skills through playing games. Freestyle: Sharpen Your Market Acumen In the Freestyle section, Omenium offers more than just a space for market foresight. It's an educational ground where you can practice and refine your foresight skills. By engaging with real-time market data and scenarios, you gain valuable experience and insights into crypto and stock market dynamics. Whether you're right or wrong in your foresight, each GamePlay is a learning opportunity, helping you understand market trends and improve your trading strategies. Leagues: Learn from Competitive Foresight The Leagues at Omenium are not just about competition; they are a rich source of collective wisdom. Participate in user-created or Gaming Platform-organized leagues to measure your foresight against others. These competitive environments are a goldmine for learning from a diverse range of strategies and viewpoints, offering invaluable insights into market behavior. Connect with Top Traders: Follow, Learn, and Grow The Omenium goes beyond just a Game - it connects you with top traders and market analysts. Follow leading foresight practitioners, delve into their market vision, and understand their strategies. This feature is a game-changer for anyone looking to learn from the best and apply these insights to their own market analysis. Community-Driven Learning and Sharing At the core of Omenium is a vibrant, knowledgeable community. Engage in discussions, share your market outlook, and receive feedback from peers and experts alike. This interactive environment fosters a culture of shared learning and continuous improvement. Earn by Sharing Your Market Insights Omenium recognizes and rewards your contribution to the community. Share your perspective on future market trends, and earn rewards as others benefit from your insights. This unique feature not only incentivizes quality contributions but also encourages a collaborative approach to understanding market dynamics. Designed for Every Aspiring Trader Whether you're a novice eager to learn or an experienced trader looking to refine your skills, Omenium is tailored for you. The Gaming Platform's intuitive design, combined with its rich educational content and interactive features, makes it an ideal environment for anyone aspiring to excel in crypto and stock trading. Join Omenium today to embark on a transformative journey in financial foresight. Here, you're not just predicting market trends - you're learning, sharing, and growing with a community of like-minded enthusiasts, all while earning recognition and rewards for your insights. Omenium is where your potential in trading and market analysis becomes reality.

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