Analyze a customer’s behavior across desktop and mobile before they contact the call center. Identify opportunities to improve the customer journey by understanding what actions your customers try to complete, what content they view, and what terms they search before they contact customer support. Determine the content and self-service tools that can be improved to help your customers resolve issues without needing to call in.
Data Ingestion into Customer Journey Analytics:
Configure datasets and schemas.
Ingest data into Platform.
Data must be ingested into Platform before ingestion into Customer Journey Analytics.
Analyze cross-channel event datasets.
Datasets analyzed in union must have a common namespace ID or be rekeyed through the field based stitching capability of Customer Journey Analytics.
Customer Journey Analytics does not currently use the Experience Platform Profile or Identity services for stitching.
Perform any custom data preparation or use of the field-based identity stitching on the data, to ensure a common key across time series datasets to be ingested into Customer Journey Analytics.
Provide a primary ID for lookup data, which can join to a field in the event data. Counts as rows in licensing.
Set the same primary ID on profile data as the primary ID of the event data.
Configure a data connection to ingest data from Experience Platform to Customer Journey Analytics. After data lands in the data lake, it processes into Customer Journey Analytics within 90 minutes.
Configure a data view on the connection to select the specific dimensions and metrics to be included in the view. Attribution and allocation settings are also configured in the data view. These settings are computed at report time.
Create a project to configure dashboards and reports within Analysis Workspace.
What are the downstream impacts of data models in Customer Journey Analytics?
Objects and attributes of the same XDM field merge into one dimension in Customer Journey Analytics. To merge multiple attributes from various datasets into the same CJA dimension, the datasets should reference the same XDM field or schema.