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Customer Journey

Turn visitor behavior into better experiences

Analyze and improve shopping experiences and customer flow through advanced behavioral insights. Optimize layout, boost engagement and measure the full visitor journey, from entry to conversion.

7 features in 1
Flow maps
Real-time <60s
No biometrics

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Brands already measuring with Flame

Customer Journey connects movement and outcome

Every step of the visitor explained: where, how long, what attracts and how the journey ends.

Optimize store design

Use movement patterns and dwell time data to design smarter layouts, place products effectively and improve traffic flow.

Boost performance

Track the full visitor journey, link every interaction to business outcomes and discover where to generate more value.

Understand segments

Differentiate behavior by visitor type — recurring, occasional or passer-by — and tailor your strategy to each profile.

Discover all our features

The AI video analytics platform that optimizes decisions and maximizes your value and sales.

Visitor flow maps

Visualize how visitors move through your space, from entrances to key zones.

Use these insights to optimize layouts, smooth traffic flow, improve signage strategy and create frictionless journeys that boost engagement and conversion.

Entry to key-zone flows
Journey Sankey diagrams
Signage optimization
Friction reduction

Zone interaction

Analyze how each zone connects with the rest by measuring inbound and outbound traffic.

Understand which areas attract visitors, which generate flow and how movement is distributed across your space. Use this data to optimize layout, improve signage and maximize zone-to-zone conversion.

Zone inbound traffic
Zone outbound traffic
Inter-zone attraction
Inter-zone conversion

Zone traffic and dwell time

Measure how visitors move and how long they stay in each zone.

Identify high-traffic areas, optimize layout and displays, and understand engagement levels to improve flow, visibility and overall performance.

Zone traffic
Average dwell time
Top hotspots
Cold zone identification

Zone conversion

Go beyond traditional sales conversion by measuring zone-level performance.

Connect Flame to your POS to link traffic with transactions, or analyze conversion directly from in-store behavior — from zone visits to checkout to staff interactions.

POS integration
Zone conversion
Sale attribution
Behavior-based analysis (no POS)

Heatmaps

Monitor how customers interact with your space through detailed heatmaps that highlight movement density and dwell time.

Detect high-traffic areas, optimize underused zones and make informed decisions to improve store design, product placement and customer experience.

Floor heatmap
Movement density
Dwell time
Time comparison

Queue analysis

Monitor queues in real time, anticipate service needs and act before problems escalate.

Reduce waits and avoid visitor loss by tracking queue length, occupancy and staff efficiency, ensuring a smoother checkout across all locations.

Queue occupancy
Size monitoring
Wait time measurement
Alerts and digital signage integration

Visit duration

Measure how long visitors stay to evaluate engagement, layout effectiveness and sales potential.

Visit duration is a key behavior signal. Optimize product placement, staff allocation and promotions based on how people actually move and dwell.

Average visit duration
Correlation with conversion
Store comparisons
Historical benchmarks

Design spaces that sell, not spaces that just take up room.
Personalized demo in 20 minutes.

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Why choose Flame Customer Journey

Four principles that make Flame the customer journey platform for companies that scale.

Agnostic

Flame connects with your existing hardware and data sources — CCTV, counters, WiFi or POS — guaranteeing full compatibility and frictionless integration.

Scalable

From a single site to thousands, Flame scales effortlessly. Manage every location remotely from a single cloud-based platform.

Accurate

Flame proprietary AI delivers accurate and consistent analytics, with decision-ready data across all environments.

Privacy

Flame processes data anonymously without biometric data, ensuring GDPR compliance and full visitor privacy.

Solutions for any Industry

Customer Journey es el motor de inteligencia para los sectores donde el flujo de personas marca el rendimiento.

Shopping malls

Improve experience, profitability and decision-making across every mall in your portfolio.

Retail

Drive retail success with real-time customer insights.

Public venues

Unlock the value of your public spaces by turning data into strategic actions.

Hospitality

Use data-driven insight to anticipate guest needs and improve service quality.

The best brands talk about us

Somos clientes desde hace años y pretendemos seguir siéndolo. Flame te cuenta lo que no puedes ver sentado en una oficina o dando un paseo por el hall del centro comercial. Te acerca al cliente desde el momento en que pasa por delante.

Irene CuadradoMarketing & Specialty Leasing manager · ABC Serrano (Savills)

Gracias Flame analytics por acompañarnos en el apasionante reto de ofrecer a nuestros visitantes una experiencia omnicanal total.

Vicente Alemany ClimentCoordinador de Innovación · Cushman & Wakefield

Los datos de Flame nos ayudan a adaptarnos a nuestros clientes, cada vez más exigentes, y a las marcas, que nos demandan cada vez más información.

Lucas MadiedoDirector de Transformación Digital · Merlin Properties

Gracias a Flame hemos conseguido retener a nuestros clientes, aumentar el ROI y mejorar el rendimiento empresarial. Conocer el flujo de movimientos ha sido vital.

Luis SimónGerente · CC Plaza Éboli

Es un placer trabajar con Flame analytics como socio estratégico. Fiabilidad para poder analizar el rendimiento de nuestra tienda.

Manuel FernándezCIO Transformación Digital · Cash Converters

Irene CuadradoMarketing & Specialty Leasing manager · ABC Serrano (Savills)

Gracias Flame analytics por acompañarnos en el apasionante reto de ofrecer a nuestros visitantes una experiencia omnicanal total.

Vicente Alemany ClimentCoordinador de Innovación · Cushman & Wakefield

Los datos de Flame nos ayudan a adaptarnos a nuestros clientes, cada vez más exigentes, y a las marcas, que nos demandan cada vez más información.

Lucas MadiedoDirector de Transformación Digital · Merlin Properties

Gracias a Flame hemos conseguido retener a nuestros clientes, aumentar el ROI y mejorar el rendimiento empresarial. Conocer el flujo de movimientos ha sido vital.

Luis SimónGerente · CC Plaza Éboli

Es un placer trabajar con Flame analytics como socio estratégico. Fiabilidad para poder analizar el rendimiento de nuestra tienda.

Manuel FernándezCIO Transformación Digital · Cash Converters

Frequently asked questions

How do retail heatmaps work?

Heatmaps are visual representations of where visitors spend time in your space, displayed as color overlays on your floor plan: red for high-traffic and high-dwell zones, blue for low-activity areas. Flame generates heatmaps from existing cameras using AI that tracks anonymous movement density and duration without identifying individuals. Key insights include: which displays attract most attention, where natural congregation points form, which areas get skipped, and how traffic patterns change between weekdays and weekends. Heatmaps are generated hourly and can be compared across time periods. A leading furniture retailer uses heatmaps to validate their guided store path design, while other physical spaces apply them to optimize visitor flow.

What is dwell time and why does it matter?

Dwell time measures how long visitors spend in a specific zone or across your entire space. It is a critical engagement indicator: longer dwell time in a physical space correlates with deeper visitor engagement, while prolonged dwell time near checkouts or service counters indicates queuing problems. Flame measures dwell time anonymously using AI silhouette tracking: no individual is identified, but aggregate statistics reveal the average, median and distribution of time per zone. Physical spaces evaluate visitor engagement (45 seconds in one area vs. 3 minutes in another tells a story), shopping malls assess common area efficiency, and retailers measure display stickiness.

How does cross-camera tracking work without biometrics?

Flame's cross-camera tracking follows anonymous visitor journeys across multiple camera zones without ever using facial recognition or biometric identification. The technology works by matching anonymous silhouette between overlapping camera fields of view. These signatures are temporary, existing only during an individual visit and discarded immediately after. No persistent profile is ever created. This approach enables complete visitor journey mapping (Visitor entered via North entrance, spent 4 minutes in Zone A, 8 minutes in the shop area, exited West) while maintaining full GDPR compliance. The system is ISO 27001 certified and works identically across physical spaces, shopping malls and retail stores.

What is behavioral segmentation in physical spaces?

Behavioral segmentation groups visitors into anonymous categories based on their in-space behavior, without identifying who they are. Flame's analytics distinguishes behavior types: explorers (long dwell time, many zones, no purchase), mission visitors (direct path to one zone, quick interaction), repeat visitors (anonymous repeated visit patterns detected through traffic analysis). This segmentation is statistical, not individual: Flame tells you 35% of Saturday afternoon visitors show explorer behavior, not who those explorers are. Physical spaces use this to understand how visitors engage with different areas, shopping malls optimize tenant placement, and retailers tailor experiences: more staff in explorer-dominated zones, faster service for mission visitors.

How does Customer Journey optimize store layout?

Customer journey analytics provides evidence-based guidance for layout decisions by quantifying how visitors actually use your space versus how you intended them to. Flame's data reveals: which entrance captures most traffic (critical for placing key displays or information desks), natural vs. forced flow patterns, zone-to-zone transition rates and dead spots receiving less than 5% of total traffic. A typical optimization cycle: measure baseline flow, identify underperforming zones, make layout changes, measure impact. Flame clients report 15-25% increases in target zone exposure after data-driven layout changes. A major organization managing a physical space used journey mapping to redesign visitor routes, increasing average visit duration from 42 to 58 minutes.

Can I measure the impact of promotional displays?

Yes. Flame's A/B testing capability compares visitor behavior before and after display changes, promotions or layout modifications. Set a measurement period for the before state, make the change, then measure the after state: Flame automatically controls for day-of-week and time-of-day variations. Metrics compared include: zone traffic increase, dwell time change, flow pattern shifts and conversion impact. A physical space redesigned its wayfinding signage and measured a 30% reduction in reception dwell time. A department store switched its front-of-store display from seasonal clothing to electronics and measured a 23% increase in electronics zone traffic. Promotional impact reports are available within 48 hours of campaign completion.

How is Customer Journey different from beacon solutions?

Beacon-based solutions require visitors to have a specific app installed with Bluetooth enabled, resulting in opt-in rates typically below 5%, producing statistically biased samples. Flame's camera-based approach captures 100% of visitors automatically, requiring no action from the visitor. Key differences: beacons need dedicated hardware (30-50 EUR/unit, battery maintenance); Flame uses existing cameras. Beacons provide proximity data (visitor is near a point); Flame offers complete journeys with zone-to-zone flows. Beacons collect device identifiers (personal data under GDPR); Flame processes only anonymous silhouettes. Whether deployed in a physical space, a retail store or a shopping mall, Flame clients get 20x more data through 100% coverage versus beacons' biased 3-5% samples.

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