What is Customer Journey Optimization?

We talk about CJO a lot – let’s unpack what it means.

CJO in a nutshell

Customer Journey Optimization (CJOTM) is the science of using a data-driven approach to improving the entire customer journey.

Is CJO the same as personalization?

Technically, no. Personalization is actually a part of CJOTM. If you think about personalization as a tactic, CJOTM is the strategy.

Is CJO like CRO?

CJOTM is a successor to Conversion Rate Optimization (CRO). CRO tactics such as creating a sense of urgency are a part of Customer Journey Optimization, but the difference is in the approach. CRO generally focuses only on in-session conversions, where CJOTM is about improving the customer journey as a whole.

Is CJO just for retail?

Far from it. CJOTM is a principle that applies just as much across sectors like travel and financial services – wherever there’s a customer journey, there’s CJOTM. Stansted Express is already successfully implementing CJOTM strategies: read their story here

Is CJO just a Yieldify thing?

No – Customer Journey Optimization has been a growing trend in eCommerce circles for a couple of years, but we’re the only company to have nailed down a methodology to make it happen. We’ve published a huge amount of thought leadership and research on the subject – including the first report into the state of Customer Journey Optimization – which has allowed us to trademark CJOTM itself!

It sounds complicated. Is CJO hard?

It doesn’t have to be. Don’t be put off by terms like ‘personalization’ – CJOTM is something that any eCommerce company can get started on, no matter what your stack or data looks like. It does, however, require expertise and experience, which is why over 500+ companies work with us to do it. 

How can I find out more about CJO?

A good place to start is by reading our Ultimate Guide to Customer Journey Optimization – and it’s free to download from our Resources section.

How do I get started with implementation?

When you’re ready to find out how CJOTM can work for your site, request a Yieldify demo and we’ll talk you through the next steps. 

Get in touch with Yieldify to learn more about CJO

Submit your details and we’ll be in touch within 24 hours