This Kitewheel Customer Journey Hub release has some exciting new features, upgrades and bug fixes.

The highlights include:

New Stalled Behavior Analysis in Analytics
Upgrade Hub Front End to use Node 10
Fix security vulnerability in Javascript Node
Fix bug in accessing previous versions of REST Connections

Stalled Behavior Analysis

Kitewheel has an exciting new enhancement to the Journey Discovery Analytics. A new stalled behavior Sankey is now available that highlights the popular last steps of users' Journeys. Similar to other Journey Discovery features, this is based on the actual pathways taken by individuals, identified by listening to their journey steps and interactions. This is designed to provide insight into what customers were doing before they either stalled in their journey or completed the desired action.

The target user for this information is the strategy persona and the business owner. Analytics appears as a tab on the project home page.

The Sankey Chart shows the volumes of individuals moving between journey steps. In this instance, we have created a "right-handed" Sankey Chart that shows the final step and up to four prior steps for groups of individuals as they move through the customer journey. The most popular last steps are shown on the chart from top to bottom.

The Sankey chart shows a series of journey steps and the flow of data between them. For example, in the section of the Sankey chart below it can be seen the the most popular last steps is the "Product Page Anonymous" journey step. About a third of individuals have a prior step before "Product Page Anonymous" - as evidenced by the size of the grey bar showing the flow to the final step. Some viewers came from "Topic Page Anonymous" to the Product Page step, but the majority of people actually came from a "Product Page Anonymous". This indicates that the most common behavior is to browse various Product Pages and then complete the journey on Product Page.

Clicking on a journey step will show the details for that step in a "drawer" on the right of the Sankey Chart. This shows the throughput and the new entrants (people who never made any prior steps in this time period) for that journey step.

Profile Drill Down

Clicking on a link between two journey steps shows information about the number of people who have made that transition between the steps and also offers a drill-down opportunity to see a sample of the profiles.

This drill-down window shows a randomly selected set of 15 profiles with their most popular channel and their most recent journey step. These records are chosen at random each time to give a flavor of the types of consumers that are taking these steps.

It is then possible to click on an individual profile in the list and get some more information on that individual.

Customer Journey Analytics Prerequisites

In order to be able to use Customer Journey Discovery Analytics, you need to have deployed the core of the Kitewheel Common Data Model that records journeys, journey steps and interactions. This is a standard part of a Kitewheel project and so this data probably already exists. You must also request that this feature is enabled for your project. If in doubt, please contact your Customer Success Manager.

Your project should be recording when customers enter and exit from journeys, the journey steps that they take and interactions across any of the channels in the project.

Bug Fixes

The following bug fixes are included in this release:

[KIT-2302] - Bug in accessing versioned REST Web-Service connector
[KIT-2196] - Security - JavaScript Microservice System Process Vulnerabilities

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