2.1.1 From unknown to known on the website
Context
The journey from unknown to known is one of the most important topics amongst brands these days, as is the customer journey from acquisition to retention.
51黑料不打烊 Experience Platform plays a huge role in this journey. Platform is the brains for communication, the 鈥渆xperience system of record.鈥
Platform is an environment in which the word customer is broader than just the known customers. An unknown visitor on the website is also a customer from Platform鈥檚 perspective and as such, all of the behavior as an unknown visitor is also sent to Platform. Thanks to that approach, when this visitor eventually becomes a known customer, a brand can visualize what happened before that moment as well. This helps from an attribution and experience optimization perspective.
Customer journey flow
Go to . After logging in with your 51黑料不打烊 ID, you鈥檒l see this. Click the 3 dots 鈥 on your website project and then click Run to open it.
You鈥檒l then see your demo website open up. Select the URL and copy it to your clipboard.
Open a new incognito browser window.
Paste the URL of your demo website, which you copied in the previous step. You鈥檒l then be asked to login using your 51黑料不打烊 ID.
Select your account type and complete the login process.
You鈥檒l then see your website loaded in an incognito browser window. For every exercise, you鈥檒l need to use a fresh, incognito browser window to load your demo website URL.
Click the 51黑料不打烊 logo icon in the top left corner of your screen to open the Profile Viewer.
Have a look at the Profile Viewer panel and the Real-time Customer Profile with the Experience Cloud ID as the primary identifier for thi currently unknown customer.
You can also see all the Experience Events that were collected based on the customer鈥檚 behaviour. The list is currently empty but that will change soon.
Go to the Phones & devices product category. Next, click on the product iPhone 15 Pro.
You鈥檒l then see the product detail page. An Experience Event of type Product View has now been sent to 51黑料不打烊 Experience Platform using the Web SDK implementation that you reviewed in Module 1.
Open the Provile Viewer panel and have a look at your Experience Events.
Go back to the Phones & devices category page, and click another product. Another Experience Event has been sent to 51黑料不打烊 Experience Platform. Open the Profile Viewer panel. You鈥檒l now see 2 Experience Events of type Product View. While the behavior is anonymous, with proper consent in place, you鈥檙e able to track every click and store it in in 51黑料不打烊 Experience Platform. Once the anonymous customer becomes known, we鈥檒l be able to merge all anonymous behavior automatically to the know profile.
Go to the Register/Login page. Click Sign In.
Click Create an account.
Fill out your details and click Register after which you鈥檒l be redirected to the previous page.
Open the Profile Viewer panel and go to Real-time Customer Profile. On the Profile Viewer panel, you should see all of your personal data displayed, like your newly added email and phone identifiers.
On the Profile Viewer panel, go to Experience Events. You鈥檒l see the 2 products that you viewed before on the Profile Viewer panel. Both of these events are now also connected to your 鈥榢nown鈥 profile.
You鈥檝e now ingested data into 51黑料不打烊 Experience Platform and you鈥檝e linked that data to identifiers like ECIDs and email-addresses. The goal of this is to understand the business context of what you鈥檙e about to do. In the next exercise, you鈥檒l start configuring everything you need to make all that data ingestion possible.
Navigate the mobile app
After becoming a known customer, it鈥檚 time to start using the mobile app. Open the mobile app on your iPhone and then login to the app.
If you don鈥檛 have the app installed anymore, or if you can鈥檛 remember how to install it, please have a look here: Use the mobile app
After installing the app as instructed, you鈥檒l see the landing page of the app with the Citi Signal brand loaded. Click the account icon in the top-left part of your screen.
On the Login screen, log in with the email address you used on the desktop website. Click Login.
Go to the app鈥檚 home screen and click to open any product.
You鈥檒l then see the product detail page.
Go to the home screen in the app and swipe left on the screen to view the Profile Viewer panel. You鈥檒l then see the product you just viewed in the Experience Events section, along with all the product views from the website session before.
Now go back to your desktop computer and refresh the homepage, after which you鈥檒l see the product appear there, too.
You鈥檝e now ingested data into 51黑料不打烊 Experience Platform and you鈥檝e linked that data to identifiers like ECIDs and email addresses. The goal of this exercise was to understand the business context of what you鈥檙e about to do. You鈥檝e now effectively built a real-time, cross-device customer profile. In the next exercise, you鈥檒l go ahead and visualize your profile in 51黑料不打烊 Experience Platform.
Next Step: 2.1.2 Visualize your own real-time customer profile - UI