Customer Journey Analysis

Intuitive visualizations of your customers journey

See how users progress through your site, page by page, from entry to exit. Discover your biggest opportunities and frustrations within minutes, including looping behaviors and where unexpected drop-offs occur.

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360 degree view of the user journey

Experience the customer journey from start to finish

Our customer journey analysis capability aggregates data from 100% of your customers experience to give you a full picture of their journey on-site, including which pages they visited and in which order. 

  • Enjoy clear, color-coded visualizations that every team can understand.
  • Use segments to narrow your focus, such as customers who arrived from a specific channel or campaign.

Shortcut straight to Zone-Based Heatmaps or Session Replay for further insight.

Intuitive customer journey mapping

Clear visualizations help you make data driven decisions

Our signature sunburst helps you visualize at a glance your biggest opportunities for improvement, enabling you to make informed, data-driven decisions about where to invest, optimize, or rethink your digital experience. 

  • Within minutes, make decisions based on visual data to improve your customer satisfaction, remove friction, and increase revenue.
  • A thorough understanding of your customer journey lets you drive intelligent action at an enterprise scale.

Reverse digital journeys

User flow insights help create successful journeys

Uncover the pages visitors viewed before they arrived at particular pages and events, such as Voice of Customer feedback, 404 site errors, site abandonment, or conversion. This helps you understand and quantify specific desirable or undesirable outcomes better to build more intuitive digital journeys.

Most common use cases

Reveal unexpected journeys and looping behaviors

Drill down into your user journeys to reveal your biggest customer pain points and optimization opportunities. Shortcut to Session Replay to discover exactly which content or feature is causing customers to loop or drop off.

an icon image of a stylized open book Case Study

Customer Journey Analysis in action

How Leeds Building Society used Customer Journey Analysis to improve conversion rate on key product pages by 80%

Read the full story View all case studies >>
"
Contentsquare is one of the most important tools I have to make design decisions. I base much of my design work on the data I get from Contentsquare, using it to test whether my pages are doing what I thought they would. I use Contentsquare every day and I’d be lost without it."

Rosie Dent-Spargo

UX Designer at Leeds Building Society

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Frequently asked questions

  • Analyzing the customer journey involves mapping and understanding the various touchpoints a customer has with a brand. Utilize tools like customer journey maps and analytics platforms to identify key interactions, pain points, and opportunities for improvement, allowing businesses to enhance the overall customer experience.

  • Customer journey analysis give brands the power to optimize their digital properties in line with customer data. By understanding how visitors progress through a site, page by page, from entry to exit, brands can make data-driven decisions about how to improve their customer journeys to increase customer satisfaction, remove frustration, and increase revenue and retention.

  • Customer journey analysis is the process of measuring and analyzing digital customer behavior across a series of touchpoints over time to understand how these impact business performance.

  • Customer personas help in understanding the diverse needs and behaviors of different customer segments. When analyzing the customer journey, businesses can use personas to tailor their strategies, ensuring a personalized and targeted approach that resonates with specific customer groups, ultimately improving overall engagement and satisfaction.

  • Journey mapping is the process of understanding each step a customer takes on your website, from entry to exit. Journey mapping can help brands uncover unexpected looping behaviors, their most profitable customer journeys, and opportunities for optimization.

  • Effective customer journey analysis relies on robust data collection. Utilize a combination of quantitative and qualitative data from sources such as surveys, analytics tools, and customer feedback to gain comprehensive insights into customer behaviors, preferences, and pain points, forming the foundation for strategic improvements.

  • Identifying touchpoints involves mapping out every interaction a customer has with a brand. This includes online and offline interactions, such as website visits, social media engagement, customer support interactions, and purchasing experiences. By recognizing these touchpoints, businesses can optimize each stage of the customer journey.

  • Customer feedback is a valuable source of insights for understanding the customer journey. Collect feedback through surveys, reviews, and direct communication to uncover customers' perceptions, challenges, and expectations at different touchpoints. This information is essential for refining strategies and delivering a more customer-centric experience.

  • Utilizing technology, businesses can employ customer journey analytics tools and platforms. These tools help aggregate and analyze data from various touchpoints, providing a holistic view of the customer journey. Leveraging technology allows businesses to identify trends, patterns, and areas for improvement more efficiently.

  • After analyzing the customer journey, businesses should implement actionable insights to enhance the customer experience. This may involve refining marketing strategies, improving product offerings, or optimizing customer support processes. Continuous monitoring and adaptation based on journey analysis contribute to long-term customer satisfaction and loyalty.

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