Case Study: Leading Telco Company achieves full visibility into online customer journeys and competitive insights with Alterian’s Journey Insight™

How a Leading Telco utilized Alterian’s Journey Insight™ to better understand online journeys across their brand and their competition

Leading Telco Company engaged Alterian to gain complete visibility into online customer journeys across its brand and competitors. Facing limited insights into where customers engaged, compared options, and dropped off — and needing a solution with zero IT involvement — they implemented Alterian’s Journey Insight™ to map real customer activity across search engines, retailers, comparison sites and social channels.

Alterian’s Journey Insight™ analyzed billions of data points and revealed that Leading Telco Company holds a 21.6% market share and 26.2% of event activity, uncovered 32 additional competitor organizations in customer journeys, and showed the company’s average journey length was 8.9 versus the industry 7.8 (while its journey position was stronger at 1.3). The analysis also highlighted conversion dynamics (an average 1.7x win rate relative to peers) and a higher support resolution rate (5.4 vs 4.5), enabling Alterian’s insights to drive targeted actions — shorten journeys, exploit social referrals, and implement customer feedback — to boost retention and revenue.