New offering from Kitewheel drives sales up by 10%, increases marketing conversions by 10x, and raises customer service performance by 10 NPS points
BOSTON - Kitewheel, the leading solution provider for customer journey orchestration and analytics, today announced its new Journey as a Service (JaaS) offering, an expansion of its services designed for mid-market businesses looking to deploy customer journey management tools for the first time to increase revenue and drive business success. In a market first, Kitewheel is offering a simple, scalable, and affordable solution for businesses that have not previously invested in customer journey management. By providing a streamlined entry point, Kitewheel is enabling enterprises of every size to capitalize on the benefits of data-driven customer journeys. Leveraging Kitewheel’s advanced methodologies and technology, the JaaS offering helps brands guide their customers from initial point of contact to points of engagement, purchase, service and loyalty.
Last year demonstrated the importance of the customer experience (CX) for every business. According to Gartner’s recent Market Guide for Customer Journey Analytics, customer journey mapping and automation was ranked second among brands’ CX priorities in 2020, and this trend is expected to continue as more businesses adopt customer-first strategies in 2021. Additionally, for the first nine months of 2020, Gartner inquiries on customer journeys and journey analytics rose more than 40% from 2019.
All enterprises have room to grow when it comes to CX; in fact, only 20% of US brands earned a “good” or higher CX ranking in Forrester’s 2020 CX Index. While they are few and far in between, these more innovative, mature enterprises have set the bar when it comes to delivering quality customer experience, which has enabled them to grow market share and overtake competitors. This is because these brands have made CX a top priority across the organization, and they have the necessary resources to invest in customer journey management. Interestingly, Gartner’s research indicates that the divide between mature and immature organizations widened during the pandemic, with less mature organizations deprioritizing customer journey management and more mature organizations increasing their focus on CX technology in 2020. In order to compete, less mature organizations will need to rethink their CX strategies and start embracing new technologies.
“Remaining competitive in 2020 requires more than siloed, touchpoint-specific actions; real-time capabilities across touchpoints is what is increasing agility and turns a clear vision on customer journeys into a competitive advantage,” said Gartner analysts David Norrie, Melissa Davis, Don Scheibenreif, Jessica Ekholm, and Varun Agarwal in the report.
Introducing Kitewheel’s JaaS
Kitewheel’s JaaS offering is a perfect fit for this gap in the market. By lowering the bar to entry in terms of price, deployment complexity, and effort, Kitewheel is creating an opportunity for more businesses – the other 80% – to capitalize on the benefits of its customer journey technology. The offering is able to drive an increase in the effectiveness of businesses’ sales, marketing, and customer service programs by a factor of 10. On average, brands that work with Kitewheel garner 10% more sales, drive 10x more paid media engagements and see at least a 10-point increase in their Net Promoter Score (NPS).
The Kitewheel JaaS offering will make journeys more accessible and tailored to the needs of mid-market organizations at different levels of CX maturity. Kitewheel has developed five different JaaS packages allowing brands to choose the level of service most appropriate for their business needs and immediately deploy one or multiple pre-designed, cross-channel journeys. The five-tier lineup spans from the “Essentials-1” offering, with just one journey, up to 1 million customers, and a suite of business rules and performance metrics, to the “Enterprise” level with unlimited journeys, users, and connections as well as system API access.
“As journey management continues to be at the forefront of business success, we felt that all enterprises, not just the top tier, should have access to our tools at a scalable price,” said Mark Smith, president of Kitewheel. “Our industry-leading offering also comes at a time when inquiries into customer journey management and analytics have greatly increased, underscoring the importance of journey management across industries, especially as many businesses continue to weather the storm of the COVID-19 pandemic.”