When CSG acquired Kitewheel in 2021, the “State of the Customer Journey” report series was already a flagship research report.

For the 2022 version, my team and I worked with product management to pull data on 10B+ customer journey interactions, and introduced new data about the performance of various customer communication channels.

Within months, the campaign garnered thousands of leads, and the report series is still so successful that it keeps running to this day.