Customer Journey Analytics blueprints
Customer Journey Analytics shows how brands can unify customer data and behavior from various interaction channels and sources to create a journey-based view of all customer interactions. Reporting and analysis can be performed in the Customer Journey Analytics application service to evaluate and gain insight into customer interaction and behavior patterns.
A full list of Customer Journey Analytics use cases can be found in the Customer Journey Analytics documentation found here.
Customer Journey Analytics use cases
Common Use Cases include:
- Create and Publish Audiences to Real-time Customer Data Platform
- Top/bottom converting paths
- Channel engagement and conversion
- Top viewed content
- Top Categories and products
- What campaigns resulted in conversion and increased engagement
- Tool usage analysis to optimize self-service experiences
Architecture for Customer Journey Analytics
Example primary use cases included the following.
- Have a single consolidated view of customer behavior across various channels by unifying data from various web, mobile, and offline properties.
- ÃÛ¶¹ÊÓƵ Experience Platform
- Customer Journey Analytics
- ÃÛ¶¹ÊÓƵ Analytics (optional)
- create and publish audiences identified in Customer Journey Analytics (CJA) to Real-time Customer Profile in ÃÛ¶¹ÊÓƵ Experience Platform for customer targeting and personalization. Ideal for creating audiences using historical data or more refined audiences from granular filtering and computed fields in Customer Journey Analytics.
- Real-time Customer Data Platform
- Customer Journey Analytics
- Determine what behaviors are most indicative in resulting in agent assisted calls by bringing Call Center data together with web, mobile, and other interaction data.
- These insights can then be used to optimize the customer experience and reduce the path to agent assisted interactions through optimized self-service content and tooling.
- ÃÛ¶¹ÊÓƵ Experience Platform
- Customer Journey Analytics
Guardrail diagram for Customer Journey Analytics blueprints
- For detailed guardrails and end to end latencies refer to the deployment guardrails document
