FAQs

Who uses JourneyTrack?

JourneyTrack is ideal for Customer Experience (CX) professionals, marketers, product managers, and teams focused on improving customer journeys. Our platform is industry-agnostic and used across many industries, such as retail, finance, consulting, healthcare, technology, and more.

Why choose JourneyTrack?

JourneyTrack simplifies the complex process of managing customer journeys by offering:

• A centralized platform for journey mapping and persona creation
• Easy-to-use visualization tools
• Integration capabilities with existing CX and analytics tools
• A single source of truth insights hub for a customer-centric approach to decision-making
• Journey metrics, analytics, and measurement features

What features does JourneyTrack offer?

JourneyTrack provides:

Can JourneyTrack integrate with other tools?

Yes, JourneyTrack integrates seamlessly with various tools to enhance your data ecosystem. Integrations include Medallia, Forsta, Miro, Mural, Figma, Qualtrics, Jira, Tableau, AirTable, Google Drive, YouTube, Loom, InVision, PowerBI, Sketch, and more.

Does JourneyTrack support AI?

Absolutely. JourneyTrack incorporates AI capabilities to create personas, journeys, and insights, as well as identify trends, predict customer behavior, organize and label data, and recommend actions to improve experiences.

What can AI do in JourneyTrack?

JourneyTrack’s AI suite helps you move from raw data to action with less manual effort. It’s designed to support every phase of journey management—from building empathy to making decisions. Our AI tools include:

• Persona AI: Helps you get started by generating proto-personas based on your goals. It’s a quick way to jumpstart empathy and frame your customer lens.
• Journey AI: Analyzes qualitative data—like interview transcripts or survey responses—to automatically generate journey maps, saving hours of manual synthesis.
• Insights AI: Pulls themes and patterns from your qualitative data and places them directly into the appropriate journey steps, complete with evidence from the original source (like customer quotes).
• Recommendations AI: Suggests actions or experience improvements based on the data in your journey map, helping teams move from analysis to impact faster.
• Label AI: Keeps your workspace organized by suggesting relevant labels or tags for insights and recommendations, making it easier to sort, search, and synthesize findings later.

Together, these tools make it faster and easier to turn qualitative data into structured, actionable journeys.

How does the AI generate insights from journey data?

When you upload text-based data—like interview transcripts or survey responses—JourneyTrack’s AI analyzes it for recurring themes, sentiment trends, and potential experience gaps. The results are turned into actionable insights that are automatically added to your journey map.

What types of data can I upload for AI analysis?

You can upload any unstructured text, such as voice-of-customer transcripts, open-ended survey answers, research notes, or even support conversations. We currently support TXT, CSV, XLSX, and PDF files. The AI works best with rich, customer-centric content.

Where do the AI-generated insights appear in my journey map?

AI-generated insights are placed directly within your journey maps as insight cards. This makes it easy to see how qualitative data connects to key moments in the customer experience.

Can I edit or delete the AI-generated insights?

Yes! All AI-generated content is fully editable. You can refine, rename, re-categorize, or delete insights to make sure they align with your team’s understanding and voice. You can even select additional evidence quotes to bolster the strength of your insights.

How accurate is JourneyTrack’s AI?

While no AI is perfect, we use the latest reasoning models and our own proprietary prompting to deliver high-quality thematic analyses. Our AI features are a powerful first step in your journey management work, but we always recommend human review to validate and fine-tune results.

Does the AI learn from my data over time?

No. Each analysis is run independently, and your data is not used to train or improve the AI. This ensures both data privacy and consistent results.

Can I provide feedback on AI-generated insights?

Yes! We’re continuously improving our AI features based on feedback from customers, so let your Customer Success Manager know if you spot patterns you’d like the system to recognize better.

Is my data safe when using AI in JourneyTrack?

Absolutely. We are SOC 2 Type II and ISO 27001 certified, and use industry-standard encryption, following strict data privacy protocols to protect your information during AI processing and storage.

Does JourneyTrack use my data to train its AI models?

No. Your data is never used to train AI models. We process your uploads securely and privately, and they are only used to generate insights for your organization.

Do I need to know how to use AI to benefit from it in JourneyTrack?

Not at all. Our AI tools are built into the workflow you already use—no technical knowledge or AI background required. Just upload your data, and we’ll take it from there.

Can I turn off AI features if I don’t want to use them?

Yes, AI features are entirely optional, and can be turned off at your request.

Is there training or support to help me use the AI features?

Yes! We offer guided demos, documentation, and hands-on support through your Customer Success Manager to help you get the most from AI insights.

Is AI included in my JourneyTrack subscription?

Journey AI and Persona AI are included in all plans, while Insights AI, Recommendations AI and Label AI are available in select plans. If you're unsure whether your plan includes AI, just reach out to your Customer Success Manager or contact us directly.

How long does it take to implement JourneyTrack?

Implementation timelines vary depending on the size and complexity of your organization, but most customers can get started within a few weeks. Our team provides free dedicated onboarding support to ensure a smooth process.

What kind of support does JourneyTrack provide?

We offer comprehensive support, including:

• Onboarding and training sessions
• Access to our knowledge base and tutorials
• Ongoing technical and customer support via email, chat, and calls with a dedicated customer success manager

Is JourneyTrack customizable?

Yes, JourneyTrack is highly customizable to fit your organization’s unique needs. From journey templates to metrics and dashboards, you can tailor the platform to align with your needs.

How much does JourneyTrack cost?

Pricing depends on the needs of your organization, the features you need, and the number of journeys. See our pricing plans or contact our sales team to discuss a plan that works for you.

Do you offer a free trial?

Yes, we offer a free trial for new customers to explore the platform and its features. Sign up on our website to get started.

Are there discounts for non-profits or educational institutions?

We may offer customized pricing for specific organizations. Contact us to learn more.

How secure is my data on JourneyTrack?

Data security is our top priority. JourneyTrack is Soc2Type 2 and ISO27001 certified and uses industry-standard encryption, regular security audits, and strict access controls to protect your data.

Is JourneyTrack compliant with GDPR and other data privacy regulations?

Yes, JourneyTrack complies with GDPR, CCPA, and other global data privacy standards. We are committed to ensuring your data is handled responsibly. See our Privacy Policy for details.

Where can I learn more about customer journey management?

Visit our blog, whitepapers and guides, and case studies for insights, best practices, and trends in customer journey management. You can also join our webinars and events to connect with industry experts.

How can I contact the JourneyTrack team?

You can reach us through the Contact Us page on our website, by chatting with Journi, or by calling us at 305.902.3436. We’re here to help!