The business use case

You'll study a business use case in modules 2, 3, and 4. Through the use case, you will learn the essential features and functions of Customer Journey Analytics.

Use case

You are an analyst at the retail company LUMA. Your goal for the new fiscal year is to improve online and in-store sales by 10% and enhance customer support to increase brand loyalty. To achieve this, you need to study the cross-channel traffic and conversion data. You also need to understand the call center data.

First, you'll create reports on:

1. Total calls and call satisfaction across channels.
2. Cross-channel customer journey.
3. Multi-channel purchase and return funnel.
4. Online purchase and mobile app returns.

You will create these reports in Module 2.

Second, you'll dig deeper into the targeted data by creating the following comparative analysis reports:

• Cross-channel average order value
• Multi-channel conversion rate
• Multi-channel daily average visits
• Combo charts on mobile app revenue
• Multi-touch attribution analysis on campaign channel orders

You will create these reports in Module 3.

Third, you decide to:

1. Create a returning people revenue histogram and publish the Audience to Adobe Experience Platform.
2. Share the project.

You will create these reports in Module 4.

Next, you'll review the key takeaways for this module.