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Understanding Customer Journeys
with IBM Customer Experience Analytics
© 2015 IBM Corporation
Disclaimer
IBM’s statements regarding its plans, directions and intent are subject to change or wit...
© 2015 IBM Corporation
The biggest challenges marketers face today
Understanding how customers interact with
their brand a...
© 2015 IBM Corporation
There is a massive customer experience gap
69%
of companies say they
offer a superior online
experi...
© 2015 IBM Corporation
Understanding customers requires seeing
their entire journey and connecting the dots
is difficult
© 2015 IBM Corporation
Organizations are fragmented
making it difficult to understand what is happening across channels
@
...
© 2015 IBM Corporation
Visualize customer journeys across all channels
• Track and measure actual
customer journeys
• Pinp...
© 2015 IBM Corporation
Customer interactions are multi-event and multi-channel
Understanding the time spent on channels wi...
© 2015 IBM Corporation
Customers do not follow the same paths
Understand which channels and devices are common across a sp...
© 2015 IBM Corporation
Drill into “micro-paths” to understand interactions within a channel touchpoint
Identify key activi...
© 2015 IBM Corporation
Gain insight into the interests influencing a touch-point
• Top product/items driving
towards conve...
© 2015 IBM Corporation13
CUSTOMER EXPERIENCE ANALYTICS PLATFORM
Digital Analytics
Customer
Behavior
Analytics
Journey Anal...
© 2015 IBM Corporation
14
Understand customers contextually by
exchanging customer event and
audience data across the ecos...
© 2015 IBM Corporation
IBM Universal Behavior Exchange empowers integrated point solutions
Business users can focus on usi...
© 2015 IBM Corporation
Questions?
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IBM Journey Analytics

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IBM Journey Analytics is the first solution to automatically visualize and quantify the paths that customers take, across channels and touch points to reach acquisition, sales and advocacy. Learn more: ibm.com/newwaytoengage

IBM Journey Analytics

  1. 1. Understanding Customer Journeys with IBM Customer Experience Analytics
  2. 2. © 2015 IBM Corporation Disclaimer IBM’s statements regarding its plans, directions and intent are subject to change or withdrawal at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at IBM’s sole discretion. Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user's job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.
  3. 3. © 2015 IBM Corporation The biggest challenges marketers face today Understanding how customers interact with their brand across the multitude of touch- points, regardless of channel, to deliver a consistent and exceptional customer experience
  4. 4. © 2015 IBM Corporation There is a massive customer experience gap 69% of companies say they offer a superior online experience 81% say they have or are close to having a holistic view of their customers 51% of customers who left companies blamed their exits on bad online experiences 37% of consumers say their favorite retailer understands them what customers saywhat brands think
  5. 5. © 2015 IBM Corporation Understanding customers requires seeing their entire journey and connecting the dots is difficult
  6. 6. © 2015 IBM Corporation Organizations are fragmented making it difficult to understand what is happening across channels @ www. mobile email marketing web content social direct mail
  7. 7. © 2015 IBM Corporation Visualize customer journeys across all channels • Track and measure actual customer journeys • Pinpoint how activities in one channel impact conversion in another • Replicate successful paths
  8. 8. © 2015 IBM Corporation Customer interactions are multi-event and multi-channel Understanding the time spent on channels within a path helps design journeys that will increase the time to conversion
  9. 9. © 2015 IBM Corporation Customers do not follow the same paths Understand which channels and devices are common across a specific audience
  10. 10. © 2015 IBM Corporation Drill into “micro-paths” to understand interactions within a channel touchpoint Identify key activities during a web session Specific events within a touchpoint – item purchased or abandoned
  11. 11. © 2015 IBM Corporation Gain insight into the interests influencing a touch-point • Top product/items driving towards conversation • Average cart revenue
  12. 12. © 2015 IBM Corporation13 CUSTOMER EXPERIENCE ANALYTICS PLATFORM Digital Analytics Customer Behavior Analytics Journey Analytics
  13. 13. © 2015 IBM Corporation 14 Understand customers contextually by exchanging customer event and audience data across the ecosystem Deliver competitive advantage with personalized experiences – online and offline Audiences C O N N E C T S E N D   Events Journeys Customer Service Mobile Alerts Analytics Owned Media Social Social Cart Mobile R E C E I V E Email Universal Behavior Exchange  Identifiers Focused on the centralized exchange of customer events and audiences
  14. 14. © 2015 IBM Corporation IBM Universal Behavior Exchange empowers integrated point solutions Business users can focus on using customer context rather than the complexities of assembling that context Customer context is continuously exchanged across an organization’s solution ecosystem IBM Commerce and partner network ecosystem deliver a robust contextual view of the customer for insights and engagement
  15. 15. © 2015 IBM Corporation Questions?

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