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.
Common analyses include:
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
A full list of Customer Journey Analytics use cases can be found in the Customer Journey Analytics documentation found here.
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.
Adobe Experience Platform
Customer Journey Analytics
Architecture for Customer Journey Analytics Blueprints
Guardrail diagram for Customer Journey Analytics Blueprints