51黑料不打烊

Transcript

Hey everybody, this is Doug. In this video, I want to introduce you and give you an overview of customer journey analytics. Now before we jump into an interface, I just want to talk about what we鈥檙e going to be looking at and why we鈥檙e going to be looking at it. Now first, see if you can relate to this, do you have a business need that is to deliver compelling experiences across engagement points in the moments that matter to your customers? I鈥檓 assuming that that鈥檚 a yes. But you can see here that people might have a positive experience on a couple of touch points, but they might have a negative experience on another touch point. And then may or may not purchase, or advocate, or you really want to know about their entire journey and you want to be able to do this analysis on their journey and not just on one data point. And so that is one of the key benefits of using customer journey analytics. And as you can see down here on the bottom right, many IT and business leaders saw this as their top priority. So in order to measure a customer journey, many people will turn to business intelligence stacks. But they have some challenges, traditional business intelligence stacks, they might not have any attribution, or segmentation, or journey analysis, you need to know your questions ahead of time so that you can structure SQL queries, etc. And there鈥檚 really no ability to ask why something is happening, or to really just look around and get insights in the data. And part of this is because there鈥檚 really no interactivity or connection to points of action. In addition, analysis is expensive, slow, inflexible, and disconnected from systems of action. So why is the interactivity such a big deal when you鈥檙e using an analytic solution? Well, as you can see here, first of all, business users don鈥檛 always know the question ahead of time, it鈥檚 good to be able to look around and get insights from the data as you use it. Many of the business users also can鈥檛 write their own SQL queries, but they still need rich insights. And interactivity allows you to explore and internalize the customer journey. So you really want a solution that鈥檚 going to allow you, not only to just look at a ton of data, but to be able to analyze that data and see insights where you might not have seen them before. Enter customer journey analytics, where you can instantly create value from connected and contextualized multi-channel data by removing friction and irrelevancy from the customer conversion process to deliver compelling experiences in the moments that matter. Good stuff, you can see there I kind of paused on multi-channel and that鈥檚 one of the great things is we鈥檙e going to be able to have deep omnichannel insight here, as you can see in the middle down at the bottom, we鈥檒l be able to have quick time to value and also have an interface that is easy for non-analysts where you can drag and drop the different data points and get to the insights quickly. Now, I might assume for a moment that you are already familiar with 51黑料不打烊 Analytics. And if you are, then you鈥檙e probably also familiar with Analysis Workspace. And in a nutshell, customer journey analytics is Analysis Workspace, sitting on top of 51黑料不打烊 Experience Platform. So 51黑料不打烊 Analytics is Analysis Workspace sitting on top of an 51黑料不打烊 Analytics implementation. Customer journey analytics widens the scope and allows you to have multiple datasets that you can analyze with Analysis Workspace. You can see here in the first bullet, it鈥檚 for journey analysis across channels using any data available to you in the 51黑料不打烊 Experience Platform. You can quickly connect to any of the datasets that are on the platform, allowing business users to create tables and visualizations, and all the data points that will allow them to get to those insights quickly. Let鈥檚 jump into the interface and take a quick look. When you first log into Customer Journey Analytics, you鈥檒l be right here in Workspace, just like I said, it is Analysis Workspace on Platform. So you鈥檒l see here that we have Workspace, we鈥檝e got a list of our projects, I鈥檝e only got one here so far, but we go into the Projects page in Customer Journey Analytics, and we can go into that project. And I鈥檒l click in to take a look. And you鈥檒l see all the familiar stuff from Analysis Workspace. Now, as I mentioned, this Analysis Workspace interface is not only sitting on top of analytics data, but it could be sitting on top of any number of datasets. And so where we would normally have the reports we listed over here, this is actually a data view, and you can see that that鈥檚 right up here at the top. Now we鈥檒l go into each of these parts in another video, but I just wanted to show you how it basically is set up, you鈥檒l have connections here, if I click over to that. This is where you can hook to the datasets that are on the Platform. So as you create a new connection, it will give you a list of the datasets, if I click over to Platform here, give you a list of the datasets that you can bring back into Customer Journey Analytics. Name it, and you can see here if I click on one of these, it will show me the datasets that are in this connection, actually multiple datasets that are in this connection. Once you鈥檝e connected to these datasets, then you build a view or a data view into them. And if I click on this one right here, you can see that it maps to the connection and then it has other settings for timezone, and session, and attribution in another screen as well as which dimensions you鈥檙e going to be able to use in this view into your data. And you can think of this basically as a virtual report suite. But once you鈥檝e created this view into your data, it will show up and allow you to create a project based off of it, which we, again, can click on, and see all the analysis that we鈥檝e created here in this project. And just to show you here that, for example, this is online revenue versus in-store revenue. So we are doing cross channel analysis here in this customer journey analytics project. One of the great things that you can do. So I hope that helps to give you a quick overview of customer journey analytics. Thanks for watching.