Journey Analytics

Metrics

Operations Support

• How many times has my journey executed? 

• How many events have I processed against my goal?

Metrics provide real-time monitoring of journey behavior. It shows counts each time a journey or the component of a journey executes. This is essential for monitoring that the journey is live and understanding real-time volume fluctuations that can impact other channels.

Journey Discovery Analytics

Discovery Insights 

• What were the most popular first and last steps? 

• What were the most commonly used channels?

Journey Discovery Analytics provides an insights layer to understand what is happening to customers across various channels. These insights provide details as what paths most customers are following when they start and end their interactions with your brand. Additionally, there is a detailed view of cross channel overlap so you can understand what channels users are engaging on and when they are switching from one channel to the next.

Journey Performance Dashboards

Performance Reporting 

• How is my journey performing against goals and KPIs?

• What is the overlap between my journeys?

Journey Performance Dashboards provide a custom view into project goals and KPI’s. The self-service data visualization tools provide you with the ability to define, view, and manage business metrics and build custom visualizations on top of these metrics.This is designed to provide your team and stakeholders with a view of how your journeys are performing. The dashboards provide breakdowns into critical segments and comparisons of various journeys.

Data Lake Capabilities

Analytics and Data Science

• Augment an existing data warehouse with journey data to build a richer data set

• Build and test predictive models using historical journey data

The Data Lake capabilities enable you to have direct access to the analytically optimized data set in your preferred data store/warehouse. This data set, which supports the Performance Dashboards, contains customer profiles, detailed interaction and transaction data as well as high-level performance data. This data can be piped directly into your existing data warehouse. This option for directly accessing your customer journey data allows for deeper business insights by data science teams.