Customer Journey Dashboard

Omnichannel Journey & Cross-Channel Handoff Intelligence

RetailSync Commerce • $28M ARR • Enterprise Segment

Goal Progress
86%
Target: 92% by Q2
Handoff Success Rate
86.0%
+4.2% vs last quarter
Channel Blend CLV Ratio
1.6×
vs single-channel
Journey Dead-End Rate
7.2%
Partner exits: 14%
Avg Handoff Latency
4.1h
Target: <3h
Digital-Assist Lift
+23%
Conversion boost

Omnichannel Journey Paths

Top 8 journey paths • Browse-online-buy-in-store: 1.8× CLV vs digital-only

Channel Handoff Outcome Matrix

Digital
Partner
In-Store
Call Ctr
Digital →
94%
78%
91%
88%
Partner →
82%
72%
85%
80%
In-Store →
96%
84%
93%
95%
Call Ctr →
89%
76%
87%
92%
Success rate by channel transition • Partner portal migration impact visible week 11

CLV by Channel Blend Type

Recent Failed Handoff Accounts (Action Required)

Account Journey Path Failure Point Latency Potential CLV AI Recommendation
ENT-4782Digital → Partner → ✗Partner Portal18.2h$84KReassign to direct rep
ENT-4801Call → Partner → ✗Partner Portal24.5h$112KPortal credential issue
ENT-4823Digital → Digital → ✗Checkout2.8h$42KPayment gateway timeout
ENT-4856Store → Partner → ✗Partner Portal32.1h$96KMissing product data
ENT-4879Digital → Call → ✗Queue Wait6.7h$58KCall abandonment
ENT-4892Partner → Digital → ✗Session Loss14.3h$67KTracking cookie expired
ENT-4910Digital → Partner → ✗Partner Portal21.9h$103KAPI integration error
ENT-4928Call → Digital → ✗Email Link9.2h$51KBroken follow-up link
Sorted by potential CLV • 72% partner portal failures post-migration

Handoff Success Rate Trend (12 weeks)

Handoff Latency vs Conversion Rate

Journey Path Frequency Distribution

Digital → Store → Digital
28.4%
CLV: 1.8×
Digital Only
22.1%
CLV: 1.0×
Partner → Digital
14.2%
CLV: 1.4×
Call → Digital
11.8%
CLV: 1.5×
Store Only
9.3%
CLV: 1.1×
Digital → Call
6.7%
CLV: 1.6×
Partner Only
4.2%
CLV: 0.9×
Other Paths
3.3%
CLV: 1.2×
Weighted by customer count • Box size represents frequency