The State of the Customer Journey 2020

Kitewheel’s annual State of Customer Journey Report provides a comprehensive overview of how brands and agencies from different industries are facilitating customer experiences across a wide range of channels. This year’s report includes a breakdown of nearly 18 billion journey interactions by channel and industry.

Some of the highlights from the report:

  • Total journey interactions reach nearly 8 billion in 2019 – up from just 400 million when we began in 2014
  • Email remains a vibrant part of the customer journey, making up 1 in every 7 journey interactions
  • Enterprise B2C Marketing teams reassert their leadership role, using the power of customer journey management more than ever before
  • Driving customer engagement and retention demonstrates strong growth as sales-specific personalization shrinks

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