Data-driven Journeys

Data-driven journeys empower decisions from real time insight

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Integrate business data to inform decision making

Constant updates from all VoC and customer interactions

More than 70 connectors or an API to instantly integrate in journey maps

Self-service connectors make data integration easy

Integrated data in Journey Management

Effective Journey Management entails identifying and mapping essential stages of the Customer Experience, establishing performance metrics and continuously optimizing interactions. Continuous improvement comes from understanding your current status through measurement but also ensuring that you are bringing in all the information you need to make data-driven decisions.

Once you have mapped your customer journeys in the Cemantica platform, go a level deeper by seamlessly integrating data into your Journey Maps in real time. More than 70 connectors available as data integration tools including Qualtrics, Medallia, Survey Monkey and more will help enrich your insights.

Data-Driven Journey Management White Paper

VoC data in Journey Maps Video

Download Connectors Brochure Our Packages Journey Management Platform

What can you integrate in data-driven Journey Management?

Cemantica is a flexible Journey Management platform, allowing you to integrate data where and when you need it. For example, bring in data from your CRM to help create and enrich Personas, qualify Touchpoints with data from applications you use to run each channel (e.g. website, PoS etc.), inject VoC data to create a picture of customer sentiment and spot the real Opportunities better.

Behavioral data

Transactional data (Voice of the Process) held in business apps that is collected from customer activity in each interaction can help to uncover patterns and trends.

Sentiment data

Emotions and satisfaction levels expressed by customers in VoC programs and feedback collection. Data is fed directly into journeys and personas.

Operational data

Business metrics and KPIs (such as churn rate, CLV) integrated directly in journeys and CX programs align objectives and connect initiatives to the bigger picture.

Your steps to data-driven decision making

Connect your data easily in Cemantica

All data sets can be integrated using Excel, CSV, Web services through our API or through our 70+ connectors, including Qualtrics, Medallia, Salesforce, Microsoft Dynamics 365, Survey Monkey, etc.

Set your business targets in your CX Program

Align company objectives from business data to relate to your Customer Experience strategy in your CX Program with KPIs so you can monitor and share performance.

Deep analysis of your customer sentiment

View and compare your Personas with real customer feedback at every Touchpoint, Stage and across data driven journeys.

Real time data for continuous improvement

All data is integrated into the customer journey mapping tool and analyzed in real time. Easily manage your journey portfolio with ongoing updates.

Turning “static data” into actionable insights

Adjust the way you create personas in the future, adjust CX priorities, pinpoint and resolve friction areas more quickly along your journey from customer insights.

Use AI for predictive analytics and personalization

Ask Alex, Cemantica’s AI assistant to generate Opportunities, Solutions and business drivers automatically from your journey data.

Strategic Staffing Solutions

The innovative features, such as integrating VoC into Journey Maps, and valuable guidance from the team, prompted our upgrade from Expert to Enterprise package.

Gitana Veličkaitė-Remeikienė, Customer Experience Manager

How to start your data-driven customer journey

Whether it’s NPS feedback, satisfaction surveys, case studies, customer interaction data stored in your CRM etc., your customer voice starts to enrich your analysis, tests journey hypotheses and decisions based on this continuous data feed.

Watch VoC Data Integration Overview