![]() Some notable properties of this processing architecture include: ![]() CJA’s powerful reporting engineĬJA uses a powerful proprietary architecture that distributes analysis across hundreds or even thousands of servers to display data in Analysis Workspace within seconds. You can then take immediate actions on the insights you discover, like sharing out audiences for activation and orchestration. You can continue to ask questions, progressively exploring more details as you require. Additional queries and analysis can be done with a simple drag & drop in the UI, with fully correlated data. Cross-channel data and reports are immediately available, with no SQL code required. You can use CJA to ask questions using the visual Analysis Workspace environment and obtain insights almost instantaneously. By democratizing combined online and offline data, you are able to answer customer-journey-related questions in seconds. You can progressively gain insights into and understand the customer journeys. However, once completed, that data is readily available for ongoing analysis and exploration. It does require initial setup to connect and define views to the data you qualify as relevant. CJA: Democratized workflow for online and offline dataĬJA provides an environment to connect online and offline cross-channel data at the overarching customer level for the sole purpose of understanding the customer journey. Also, BI teams typically address more than just customer journey-related questions. For ongoing analysis, exploration and understanding of the customer journey, this process is inefficient and not scalable. If there are follow-up questions or issues with the queried data, it can take even more time before those questions are addressed and the cycle continues. The data is shared with you and you spend time combing through the insights and extracting data for activation in other systems.Įach of these steps can take hours, days, or even weeks. ![]() Once the raw data is retrieved, the BI team creates the visualization. The BI team writes the required query to acquire and transform the data. If you want to understand how a specific digital campaign affects an offline action stored in a different data silo, you issue a request to the BI team’s queue. Each team collects data in siloes, analyzing and optimizing experiences based on the data that they have access to. Traditional BI workflowĪ frequent obstacle with traditional approaches to analyzing customer journeys is that it is not customer centric. Finally, it explains the differences in visualization capabilities. Then it provides more details on how data is stored, collected, and queried differently between CJA and BI tools. This section of the documentation explains the fundamental differences between CJA and commonly used BI tools, first by looking at the general workflow used to accomplish the objective mentioned above: understanding that customer journey. The tool allows them to visualize the customer journey in full context across all channels in real time without limitations that many other BI tools have. Customer Journey Analytics (CJA) focuses on empowering those responsible for the customer experience, such as marketers, data analysts, data scientists. Often, this combination of solutions and tools is general purpose by nature and design, and not explicitly focused on the customer. Business intelligence (BI) tools are used on top of these data stores to provide the reports, visualizations, and insights that the business requires to understand the customer journey. Many organizations have consolidated their omni-channel data into a data lake or data warehouse. Or the purchase of a new car, where the customer combines online research with visits to the dealer showroom, and a final in-person purchase. A customer journey in this context can be the straightforward online order of a meal at a sushi food chain. Understanding this full customer journey allows you to analyze and gain valuable insights into how online and offline channels engage customers and lead to increasing conversion, retention, and loyalty. With the current focus on customer experience, brands require advanced solutions to better understand the holistic customer journey.
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