Kitewheel – State of the Customer Journey

Industry Report | 11.5 MB

Kitewheel, a CSG company, tracked nearly 10 billion customer journey interactions in 2020. The State of Customer Journey Report uses that real data to provide a comprehensive overview of the customer journey space.

Discover the latest insights and see how journeys have evolved into true orchestrated experiences. Highlights from the report include:

  • Surge in engagement and retention journeys
  • Financial and healthcare industries lead in decisioning complexity
  • Customer experience journeys increase in sophistication vs. marketing journeys