Identify potential conflicts

Discover how to identify and manage potential conflicts - such as overlapping audiences, concurrent timelines, shared communication channels, and frequency constraints across journeys and campaigns to ensure a seamless and customer-friendly communication experience.

Transcript
I’m Aaron Forrest, a product manager on the Adobe Journey Optimizer team, here to provide a demo of the Conflict Management tool available to you. We’ll cover how this tool helps marketers to avoid overwhelming customers with too many journeys, campaigns, and communications. Striking the right balance of digital interactions and touchpoints is important to mitigate the risk of unsubscribes, opt-outs, and customer disengagement. This tool helps a marketer to have increased awareness of all the overlapping journeys, campaigns, and communications so that they can better air traffic control all the communications in flight. Let’s dive in. As a marketer, I’m authoring a new journey. I’ve selected the appropriate audience and inserted the messages I want this audience to receive. However, at this point in time, I may be unsure as to what other journeys and campaigns my audience is also qualified for, and I want to make sure that this new journey isn’t going to overwhelm my customer if there are concurrently running journeys with a significant audience overlap. To address this concern, I’m going to use the View Potential Conflicts button located here in the Conflict Management section of the journey properties. Note that we can now see an inventory of all campaigns and journeys. Furthermore, I see important information such as the start and end date timelines, the percentage of audience overlap, which communication channels and channel configurations are being used, and if frequency capping constraints have been applied. I can quickly filter by the fields that are relevant to me by selecting this filter icon on the top left. For example, if I want to identify the campaigns and journeys with audience overlap, I’ll simply select the checkbox here. We’ll see that we have 17% audience overlap with the journeys and campaigns listed. Or perhaps I want to know which other campaigns or journeys are going to be running concurrently with this journey. I’ll check the box here. Notice that I continue to narrow down the list by selecting additional filters. Now that overlaps are identified, I can take action. Here’s some suggestions. 1. Adjust the start and end dates to avoid concurrent campaigns or journeys. 2. Refine audience targeting to minimize audience overlap. 3. Implement frequency capping constraints to prevent customers from receiving too many communications. 4. Reduce the number of active journeys to manage customer experiences more effectively. 5. Change my communication channel to more evenly spread communications across email, SMS and push, for example. And one last suggestion. I can set priorities on inbound actions to ensure that the most important action is displayed to customers when audience overlap is inevitable. More information on this last recommendation can be found in Experience League. In summary, this conflict management visual serves as a tool to help a marketer identify any overlaps between journeys, campaigns and communications and promotes taking action accordingly to ensure that customers are getting the right volume of relevant communications. Thanks.

See the product documentation for more information on how to Detect potential conflicts in journeys & campaigns.

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