Measuring the Customer Journey: How to Use Custom Insights for CX, Sales, and Marketing

Traditional dashboards only tell part of the story. With Custom Insights, you can measure the full customer journey by defining events within your workflows, whether it’s a purchase, a refund request, a sales demo booked, or a marketing campaign conversion, and then turning those events into Insight Cards that reveal trends, performance, and opportunities.

In this session, Zach Tosh, Director of Engineering, and Al Martin, VP of CX, will show you how to:

• Create custom events tied to specific workflow steps
• Add properties like channel, plan type, or campaign source for more context
• Build Insight Cards to visualize outcomes, track performance, and monitor progress toward your goals
  

We’ll walk through practical examples of how CX, Sales, and Marketing teams in industries from e-commerce to SaaS to fintech can use Custom Insights to track the metrics that matter most across the customer journey.

👉 CX leaders: Invite your Sales and Marketing teammates, as this session goes beyond support use cases.

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