Customer Journey Mapping Using Real-Time Analytics in Product Development
DOI:
https://doi.org/10.63282/3050-922X.ICRCEDA25-134Keywords:
Customer Journey Mapping (CJM), Real-Time Analytics, Product Development, Customer Experience, Data Integration, Agile Methodology, Predictive Analytics, Personalization, Sentiment Analysis, Cross-Channel AnalyticsAbstract
In the contemporary business landscape, understanding the customer journey is paramount for successful product development. Traditional customer journey mapping (CJM) methods, often static and based on historical data, are increasingly inadequate in capturing the dynamic nature of customer interactions. This paper explores the integration of real-time analytics into CJM, proposing a dynamic framework that allows businesses to continuously monitor, analyze, and respond to customer behaviors and sentiments. By examining various data sources and analytics techniques, the paper highlights the benefits of this integration, including enhanced personalization, improved customer satisfaction, and more agile product development processes. Furthermore, it addresses the challenges associated with real-time data utilization, such as data privacy concerns and the need for robust analytical infrastructure. Through case studies and industry examples, the paper demonstrates the practical applications and successes of real-time analytics in CJM. The findings underscore the necessity for businesses to adopt real-time analytics to remain competitive and responsive to evolving customer needs
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