Journeys
Unlock additional value and engage customers with personalized messages, when they need them and over the channel they prefer.
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“The biggest thing Segment CDP has given us is flexibility. We’re able to focus on the most optimal journey and know that it will be possible; any experience we want for our customers we can deliver downstream to them.”
Build personalized customer journeys across tools and platforms based on rich, real-time data collection.
Design multi-step interactions that drive to results with a user-friendly visual builder.
With Journeys, users can orchestrate highly sophisticated customer journeys, at scale, to deliver meaningful personalization campaigns on any channel, and across any connected application.
Segment’s customer journey management tool allows businesses to adjust the customer experience in real-time, to reflect consumers’ individual actions, preferences, and feedback. This allows teams to identify the most effective conversion drivers across the customer lifecycle.
Build audiences that live across every channel in your marketing strategy, and every tool in your stack.
Customer journey management is the process of mapping out, analyzing, and optimizing a person’s interactions with a brand, often with the goal of nudging them toward a conversion, strengthening their loyalty, or turning them into brand advocates. Customer journey management takes a look at each funnel stage and how different personas move through them – tracking and measuring each person’s engagement, actions, or points of friction to improve the overall user experience.
Journeys helps businesses orchestrate multi-step, multi-channel customer journeys at scale using real-time data. Businesses can connect Journeys to any tool in their tech stack to engage users on any channel, such as live chat, push notifications, paid and organic social media channels, and more.
However, businesses can also connect Journeys to any tool in their tech stack to engage users on any channel, such as live chat, push notifications, paid and organic social media channels, and more.
Usually, journey mapping tools take a retroactive look at the way a user has interacted with the business to understand the most common pain points or paths to acquisition.
A customer journey management tool, however, takes a more strategic approach. It helps build and orchestrate customer journeys based on a person’s behavioral history, interests, job title, engagement rates and more.
Twilio Segment helps you do both of these things with Journeys. Businesses are able to unify their customer data into profiles, which help them map out, analyze, and iterate on the complete customer experience. It also offers teams the ability to activate this data by orchestrating multi-step customer experiences (across channels) that automatically adapt based on someone’s real-time behavior.
Start connecting your data with Segment.