MeasureCamp V London training: Data VisualisationSean Burton
Data are beautiful… True of your spreadsheets?
This session looked at how to present data in an informative and insightful way – beautiful without the gimmicks!
Measurecamp 6 Workshop: Data IntegrationSean Burton
This document summarizes a presentation on data integration. It discusses collecting data from different sources like web analytics, surveys, CRM and combining it to understand the customer experience. It provides examples of integrating web analytics and survey data in Google Analytics using custom dimensions. Integrating these data sources can provide insights into who customers are, their needs, and how to improve processes based on where customers drop off or leave feedback.
Measurecamp 6 Workshop: Data VisualisationSean Burton
The document outlines an agenda for a data visualization workshop presented by Sean Burton. The workshop will cover topics such as perception and visual processing, examples of different visualization techniques, best practices for design, and exercises for participants. It provides background on Sean Burton and lists 23 attendees.
The document discusses measuring and improving customer experience. It provides examples of how three different organizations - an electricity company, life assurance company, and train franchise - used a simple tool to map customer touchpoints, measure customer experience scores internally and externally, identify areas for improvement, and implement quick wins to improve the customer experience and retention. The tool helped reveal gaps between staff and customer perceptions, and showed that improving communications and information provision could have a significant impact on experience scores at a lower cost than other options like solely focusing on punctuality. Measuring customer experience provides a better way to improve retention than only measuring customer satisfaction.
Predictive Conversion Modeling - Lifting Web Analytics to the next levelPetri Mertanen
Annalect presentation at Superweek 2017: Predictive Conversion Modeling - Lifting Web Analytics to the next level. Presented by Petri Mertanen, Director of Digital Analytics and Ron Luhtanen, Data Science Analyst. #SPWK
Google Analytics Workshop - Steps To Better MeasurementBarry Hand
The document outlines an agenda for a Google Analytics workshop. It will cover what website analytics is and how it works, followed by four steps to better measurement using analytics: 1) measure what matters, 2) proper implementation, 3) setting up goals, events and revenue tracking, and 4) tracking marketing campaigns. The workshop will also address three critical questions analytics can answer and include a Q&A session.
MeasureCamp V London training: Data VisualisationSean Burton
Data are beautiful… True of your spreadsheets?
This session looked at how to present data in an informative and insightful way – beautiful without the gimmicks!
Measurecamp 6 Workshop: Data IntegrationSean Burton
This document summarizes a presentation on data integration. It discusses collecting data from different sources like web analytics, surveys, CRM and combining it to understand the customer experience. It provides examples of integrating web analytics and survey data in Google Analytics using custom dimensions. Integrating these data sources can provide insights into who customers are, their needs, and how to improve processes based on where customers drop off or leave feedback.
Measurecamp 6 Workshop: Data VisualisationSean Burton
The document outlines an agenda for a data visualization workshop presented by Sean Burton. The workshop will cover topics such as perception and visual processing, examples of different visualization techniques, best practices for design, and exercises for participants. It provides background on Sean Burton and lists 23 attendees.
The document discusses measuring and improving customer experience. It provides examples of how three different organizations - an electricity company, life assurance company, and train franchise - used a simple tool to map customer touchpoints, measure customer experience scores internally and externally, identify areas for improvement, and implement quick wins to improve the customer experience and retention. The tool helped reveal gaps between staff and customer perceptions, and showed that improving communications and information provision could have a significant impact on experience scores at a lower cost than other options like solely focusing on punctuality. Measuring customer experience provides a better way to improve retention than only measuring customer satisfaction.
Predictive Conversion Modeling - Lifting Web Analytics to the next levelPetri Mertanen
Annalect presentation at Superweek 2017: Predictive Conversion Modeling - Lifting Web Analytics to the next level. Presented by Petri Mertanen, Director of Digital Analytics and Ron Luhtanen, Data Science Analyst. #SPWK
Google Analytics Workshop - Steps To Better MeasurementBarry Hand
The document outlines an agenda for a Google Analytics workshop. It will cover what website analytics is and how it works, followed by four steps to better measurement using analytics: 1) measure what matters, 2) proper implementation, 3) setting up goals, events and revenue tracking, and 4) tracking marketing campaigns. The workshop will also address three critical questions analytics can answer and include a Q&A session.
Analytics for Customer Acquisition - Presentation at Nasscom Product Conclave...Arun Agrawal
Don't jump into Google Analytics without defining your KPIs first. Set your targets and analyse with this guide.
Includes strategies and tactics to solve the low traffic and low web site conversion problems. Apply these ideas to improve your sales and leads by a huge margin at a low cost.
Blasting the analytics myths - what your users do vs. what you think they do,...Internet World
The document discusses in-page analytics and how it provides more insights than traditional web analytics by analyzing user behavior and experience within web pages rather than just between pages. It explains how in-page analytics through A/B testing on the 1-800-DENTIST website resulted in a 28% increase in conversions by highlighting design changes that improved user flow and interactions on landing pages. The document promotes in-page analytics and A/B testing as a best practice for businesses to better understand user experience, identify opportunities for optimization, and increase online conversion rates.
This document describes Atchik Survey Solution, which provides tools for understanding customers, conducting rapid surveys, and building customer profiles. It allows collecting data through SMS or voice surveys within 24 hours to gain insights. The Customer Profile Builder stores demographic data like gender and employment to individual customer profiles. Rapid Customer Surveys provide timely feedback on topics like satisfaction and awareness. Point of Sales Surveys gather post-purchase experience feedback. SMS vouchers increase response rates. Instant campaigns allow targeted promotions based on survey responses.
Business intelligence norms are evolving across the retail industry, and leading retailers are prioritizing analytics initiatives as a result. While the trend toward retail analytics isn’t new, maturing technologies and techniques are. Here are the trends that will shape retail analytics in 2017.
The document discusses Vanguard's Digital Intelligence Program and Center of Excellence model. Some key points:
- The Center of Excellence houses 12 digital analysts who provide services like configuring analytics tools, training employees, and consulting on strategic usage of digital marketing solutions.
- They use a "blue collar analytics" approach to democratize data and insights across business units through proof of concept projects, dashboards, and monthly meetings.
- One example project involved developing a visitor scoring system that assigns point values to online activities to measure engagement. This provides insights into top performing campaigns, channels, and how to improve visits.
- Implementing these changes requires buy-in from employees, showing tangible results, and finding
What comes to your mind when you hear the word Analytics?
What exactly does it mean?
How it is that the Web Analytics is done & why use it?
What for & to what Capacity is it used?
UX Conversion Camp: Aldermore Bank, Making Corporate UX WorkLisa Duddington MSc
UX Conversion Camp is the UK's only brand-only conversion event, organised by Keep It Usable. 2017 was the best yet! Here are the slides from our fantastic presenters, Aldermore Bank.
For more information on UXCC, please visit www.uxconversioncamp.com
UX Conversion Camp is the UK's only brand-only conversion event, organised by Keep It Usable. 2017 was the best yet! Here are the slides from our fantastic presenter, Karl Rowlands of Matalan. For more information on UXCC, please visit www.uxconversioncamp.com
25 MarTech Tools Used By Demand Marketing Game ChangersIntegrate
We Asked the Top 40 Demand Marketing Game Changers "What are three essential marketing tools in your toolbox?" Here are 25 powerful tech tools they’re using to take their organizations to the next level.
UX Conversion Camp is the UK's only brand-only conversion event, organised by Keep It Usable. 2017 was the best yet! Here are the slides from our fantastic presenter, Kate Rylance, Shop Direct. For more information on UXCC, please visit www.uxconversioncamp.com
Marketing Analytics: How to Quantify Everything and WhyShaun Juncal
This document discusses the importance of marketing analytics for making data-driven decisions. It outlines tools like Google Analytics, MailChimp, and Salesforce for tracking key metrics like website traffic, email engagement, and lead generation. These key performance indicators allow marketing teams to understand what is working well and how to improve efforts. Practical applications include monthly reports and optimizing efforts based on analytics. The overall message is that quantifying marketing helps bring accountability and guides strategy.
Google Analytics- Start Turning Data Into Actionable InsightsBjarne Viken
This document provides an introduction to using Google Analytics to analyze website data. It discusses installing Google Analytics tracking code on a website, key data points to focus on such as user demographics, behavior, and conversions. It also explains how to interpret the data, including addressing issues like low traffic, time spent on site, and conversion rates by improving content, test new offers, and optimize sales funnels and traffic sources. The overall goal is to use data insights from Google Analytics to improve business metrics like sales and leads.
This document discusses transforming the customer journey through an omni-channel approach. It emphasizes uncovering customer intent through data to create connected physical and digital experiences. It also stresses the need for continuous improvement and adapting to changing customer behaviors and technologies by maintaining aligned priorities, willingness to change, strong feedback systems, and continuous improvement among all partners involved in the customer journey.
Sometimes, we need to unite to bring UX to the fore. We need to work hard to demonstrate its true benefits to any business. Sometimes we need to cut through the bureaucracy and just make it happen.
There’s someone on our doorstep who’s managed to do just that.
In the fight to transition from a pre-internet catalogue business into the world class digital retailer that they are today, Shop Direct have created and embedded Test and Learn into the heart of their culture. They combine in-house experiments with their own flavours of Lean UX and Kanban methodologies.
What can we learn from them? During this talk, we’ll hear stories from the font-line; how a business became convinced that embedding UX can make a truly remarkable difference. We’ll get insight into building stronger UX teams ourselves and, most importantly, we’ll get some invaluable direction when it comes to selling User Experience to the people that lead our organisations.
This document summarizes the key findings from Forrester's 2019 report on the state of retail innovation. It discusses retailers' top goals of reducing costs, improving customer experience and products, and growing revenue. Major areas of investment are improving online and store customer experiences, launching new products faster, and lowering costs through supply chain and IT improvements. Emerging technologies like AI, mobility, and digital stores are areas retailers are exploring. However, personalization faces challenges from privacy concerns. The report also predicts clashes between Amazon and other retailers in 2019 and the need for retailers to diversify beyond their core business.
The five essential steps to building a data productBirst
Building a data-driven product is scary business. You need to get the right platform both for today’s needs and for tomorrow’s possibilities – and then, you need to go beyond the technical to build a go-to-market plan that will set you up for success. Learn the five keys to building a great analytical product from someone who has done it before — and failed! Hear Kevin Smith speak about the mistakes he’s made building data products and how you can benefit from his lessons learned.
How artificial intelligence is transforming the e commerce industryCountants
Accounting for an impressive 35% of its overall revenues, product upselling and cross-selling on the Amazon E-commerce platform is among this retailer’s major success stories. Which technology is driving this mode of conversion? Amazon’s product recommendation technology that is primarily enabled by artificial intelligence or AI.
This document profiles Sean Burton, the Director of Measurement at Analytic. It provides details about Sean's background including 15 years of experience in eLearning, content management, interaction design, product management, web analytics, and data visualization. It also lists some of the brands Sean has worked with, which come from financial, telecommunications, gaming, and retail sectors. The document advocates for measuring the customer experience using a blend of data, technology, and psychology to improve business value.
The document discusses the importance of effective customer feedback and measurement frameworks. It emphasizes the need to understand customers, listen to their feedback, and ensure changes are driven by customers rather than internal business priorities. It provides examples of key performance indicators and metrics that can be used, as well as techniques for gathering customer feedback like surveys, web analytics, and site performance monitoring. The goal is to continuously measure customer experience, identify issues, and optimize processes based on data-driven insights.
Analytics for Customer Acquisition - Presentation at Nasscom Product Conclave...Arun Agrawal
Don't jump into Google Analytics without defining your KPIs first. Set your targets and analyse with this guide.
Includes strategies and tactics to solve the low traffic and low web site conversion problems. Apply these ideas to improve your sales and leads by a huge margin at a low cost.
Blasting the analytics myths - what your users do vs. what you think they do,...Internet World
The document discusses in-page analytics and how it provides more insights than traditional web analytics by analyzing user behavior and experience within web pages rather than just between pages. It explains how in-page analytics through A/B testing on the 1-800-DENTIST website resulted in a 28% increase in conversions by highlighting design changes that improved user flow and interactions on landing pages. The document promotes in-page analytics and A/B testing as a best practice for businesses to better understand user experience, identify opportunities for optimization, and increase online conversion rates.
This document describes Atchik Survey Solution, which provides tools for understanding customers, conducting rapid surveys, and building customer profiles. It allows collecting data through SMS or voice surveys within 24 hours to gain insights. The Customer Profile Builder stores demographic data like gender and employment to individual customer profiles. Rapid Customer Surveys provide timely feedback on topics like satisfaction and awareness. Point of Sales Surveys gather post-purchase experience feedback. SMS vouchers increase response rates. Instant campaigns allow targeted promotions based on survey responses.
Business intelligence norms are evolving across the retail industry, and leading retailers are prioritizing analytics initiatives as a result. While the trend toward retail analytics isn’t new, maturing technologies and techniques are. Here are the trends that will shape retail analytics in 2017.
The document discusses Vanguard's Digital Intelligence Program and Center of Excellence model. Some key points:
- The Center of Excellence houses 12 digital analysts who provide services like configuring analytics tools, training employees, and consulting on strategic usage of digital marketing solutions.
- They use a "blue collar analytics" approach to democratize data and insights across business units through proof of concept projects, dashboards, and monthly meetings.
- One example project involved developing a visitor scoring system that assigns point values to online activities to measure engagement. This provides insights into top performing campaigns, channels, and how to improve visits.
- Implementing these changes requires buy-in from employees, showing tangible results, and finding
What comes to your mind when you hear the word Analytics?
What exactly does it mean?
How it is that the Web Analytics is done & why use it?
What for & to what Capacity is it used?
UX Conversion Camp: Aldermore Bank, Making Corporate UX WorkLisa Duddington MSc
UX Conversion Camp is the UK's only brand-only conversion event, organised by Keep It Usable. 2017 was the best yet! Here are the slides from our fantastic presenters, Aldermore Bank.
For more information on UXCC, please visit www.uxconversioncamp.com
UX Conversion Camp is the UK's only brand-only conversion event, organised by Keep It Usable. 2017 was the best yet! Here are the slides from our fantastic presenter, Karl Rowlands of Matalan. For more information on UXCC, please visit www.uxconversioncamp.com
25 MarTech Tools Used By Demand Marketing Game ChangersIntegrate
We Asked the Top 40 Demand Marketing Game Changers "What are three essential marketing tools in your toolbox?" Here are 25 powerful tech tools they’re using to take their organizations to the next level.
UX Conversion Camp is the UK's only brand-only conversion event, organised by Keep It Usable. 2017 was the best yet! Here are the slides from our fantastic presenter, Kate Rylance, Shop Direct. For more information on UXCC, please visit www.uxconversioncamp.com
Marketing Analytics: How to Quantify Everything and WhyShaun Juncal
This document discusses the importance of marketing analytics for making data-driven decisions. It outlines tools like Google Analytics, MailChimp, and Salesforce for tracking key metrics like website traffic, email engagement, and lead generation. These key performance indicators allow marketing teams to understand what is working well and how to improve efforts. Practical applications include monthly reports and optimizing efforts based on analytics. The overall message is that quantifying marketing helps bring accountability and guides strategy.
Google Analytics- Start Turning Data Into Actionable InsightsBjarne Viken
This document provides an introduction to using Google Analytics to analyze website data. It discusses installing Google Analytics tracking code on a website, key data points to focus on such as user demographics, behavior, and conversions. It also explains how to interpret the data, including addressing issues like low traffic, time spent on site, and conversion rates by improving content, test new offers, and optimize sales funnels and traffic sources. The overall goal is to use data insights from Google Analytics to improve business metrics like sales and leads.
This document discusses transforming the customer journey through an omni-channel approach. It emphasizes uncovering customer intent through data to create connected physical and digital experiences. It also stresses the need for continuous improvement and adapting to changing customer behaviors and technologies by maintaining aligned priorities, willingness to change, strong feedback systems, and continuous improvement among all partners involved in the customer journey.
Sometimes, we need to unite to bring UX to the fore. We need to work hard to demonstrate its true benefits to any business. Sometimes we need to cut through the bureaucracy and just make it happen.
There’s someone on our doorstep who’s managed to do just that.
In the fight to transition from a pre-internet catalogue business into the world class digital retailer that they are today, Shop Direct have created and embedded Test and Learn into the heart of their culture. They combine in-house experiments with their own flavours of Lean UX and Kanban methodologies.
What can we learn from them? During this talk, we’ll hear stories from the font-line; how a business became convinced that embedding UX can make a truly remarkable difference. We’ll get insight into building stronger UX teams ourselves and, most importantly, we’ll get some invaluable direction when it comes to selling User Experience to the people that lead our organisations.
This document summarizes the key findings from Forrester's 2019 report on the state of retail innovation. It discusses retailers' top goals of reducing costs, improving customer experience and products, and growing revenue. Major areas of investment are improving online and store customer experiences, launching new products faster, and lowering costs through supply chain and IT improvements. Emerging technologies like AI, mobility, and digital stores are areas retailers are exploring. However, personalization faces challenges from privacy concerns. The report also predicts clashes between Amazon and other retailers in 2019 and the need for retailers to diversify beyond their core business.
The five essential steps to building a data productBirst
Building a data-driven product is scary business. You need to get the right platform both for today’s needs and for tomorrow’s possibilities – and then, you need to go beyond the technical to build a go-to-market plan that will set you up for success. Learn the five keys to building a great analytical product from someone who has done it before — and failed! Hear Kevin Smith speak about the mistakes he’s made building data products and how you can benefit from his lessons learned.
How artificial intelligence is transforming the e commerce industryCountants
Accounting for an impressive 35% of its overall revenues, product upselling and cross-selling on the Amazon E-commerce platform is among this retailer’s major success stories. Which technology is driving this mode of conversion? Amazon’s product recommendation technology that is primarily enabled by artificial intelligence or AI.
This document profiles Sean Burton, the Director of Measurement at Analytic. It provides details about Sean's background including 15 years of experience in eLearning, content management, interaction design, product management, web analytics, and data visualization. It also lists some of the brands Sean has worked with, which come from financial, telecommunications, gaming, and retail sectors. The document advocates for measuring the customer experience using a blend of data, technology, and psychology to improve business value.
The document discusses the importance of effective customer feedback and measurement frameworks. It emphasizes the need to understand customers, listen to their feedback, and ensure changes are driven by customers rather than internal business priorities. It provides examples of key performance indicators and metrics that can be used, as well as techniques for gathering customer feedback like surveys, web analytics, and site performance monitoring. The goal is to continuously measure customer experience, identify issues, and optimize processes based on data-driven insights.
Sean Burton is passionate about using data, technology and psychology to improve customer experience and business value. He has 15 years of experience across various roles including web analytics, customer feedback, and data visualization. He works with both large companies and startups across various industries. Sean offers services including setting up Google Analytics, implementing surveys, creating dashboards, and bringing all customer data together to provide insights.
Understanding your Audience Through NumbersTom Freestone
Google Analytics can be used to deliver many useful statistics. In our flipped presentation, we will provide instructional materials to help you setup Google Analytics, create custom dimensions and discuss how to use and interpret metrics to gain insight into your applications. We will be demonstrating how we use Google Analytics through uPortal and CAS as case studies, giving you an inside perspective on how we monitor our user traffic and how it leads us to make decisions and changes.
This document provides an agenda for a Google Analytics training session. The agenda includes topics such as getting started with Google Analytics, navigating the interface, audience, acquisition, behavior, and conversion reports. It also covers account administration, advanced tracking implementations, measuring content, importing and extracting data, and common applications of Google Analytics. The training emphasizes using Google Analytics for analysis rather than just reporting, and how to tell data-driven stories to different audiences. It provides best practices for setting up views and segments, understanding users, tracking campaigns and visitor engagement, and setting up conversion goals.
This document discusses using Google Analytics to measure website data and maximize marketing ROI. It explains that analytics helps understand visitor behavior to achieve business goals. Key questions analytics can answer are listed. The types of data collected and goals that can be measured are also outlined. The document provides guidance on setting up analytics, defining goals, analyzing traffic sources, identifying key metrics, and using data visualizations and funnel reports to make informed marketing decisions.
This document provides an overview and introduction to using Google Analytics. It discusses how analytics can help answer key questions about website traffic like who visits a site, how they find the site, what they do once on the site, and if they complete important goals. It then walks through setting up Google Analytics and how to analyze various metrics to understand audience, acquisition, behavior, and conversions. The document emphasizes the importance of setting goals and using the data to drive improvements and business decisions.
This document provides an overview of Google Analytics and how it can be used to understand website traffic and visitor behavior. It discusses tracking key metrics like sessions, users, pageviews, bounce rate, and goals. It also explains how to segment data and analyze acquisition sources, site content, and multi-channel funnels. The document emphasizes that analytics is most useful when the data is acted on to continually improve the user experience and drive conversions.
This document provides information about a session on clickstream analysis and web analytics. The session aims to provide students with an understanding of clickstream data collection, analysis, and interpretation to optimize digital experiences. Key topics covered include clickstream analysis, multiple outcome analysis, experimentation and testing, competitive intelligence, and incorporating customer feedback. The session learning outcomes are for students to apply clickstream data to improve digital experiences and use competitive intelligence to inform decision-making.
The document discusses digital analytics and how businesses can use tools like Google Analytics to track user behavior online. It explains that digital analytics allows businesses to understand the complete user journey from how users find a website to how they interact with it. The document also discusses how analytics can provide insights like which traffic sources are most valuable and how mobile and desktop users differ. It emphasizes that analytics are important for businesses to better understand customers and focus resources. The document also covers tracking offline impacts, multi-channel attribution, and how data can be used to personalize marketing.
The document discusses key components of a successful web analytics strategy focused on customer centricity. It emphasizes measuring how the website delivers for customers rather than what it does for the business. A "Trinity approach" is recommended to provide customer-centric insights through metrics like purpose, task completion, satisfaction. It also stresses starting any analytics program by understanding the real business questions stakeholders want answered in order to provide actionable insights rather than just reporting data.
The document provides an agenda for a web analytics training day. The objectives are to understand web analytics and how to use analytics tools to understand website visitors and enhance online performance. The agenda includes explaining what web analytics are, why they are useful, demonstrating site-focused and market-focused analytics tools like Google Analytics, browser plugins and SEO analytics software, and how to use analytics packages. Practical exercises are also included to allow participants to apply the concepts.
This document outlines Fiona De Brabanter's presentation at the Google Analytics User Conference in Belgium. The presentation introduced digital analytics and explained how analyzing both qualitative and quantitative data through tools like Google Analytics can help businesses continually improve their online experiences and measure whether their digital efforts are achieving desired outcomes. Several experts would also be sharing best practices for using Google Analytics and key concepts in digital analytics.
Web Analytics Training Day was hosted by Andy Atkins, an internet marketer with over 10 years of experience. The objectives of the training were to understand web analytics and how to use the data to focus business growth efforts. The agenda covered what web analytics are, why they are useful, site-focused and market-focused analytics, and how to use analytics packages. Attendees learned about Google Analytics, browser plugins for quick snapshots, and paid SEO software for more robust competitor and keyword data analysis over time. The training emphasized using analytics tools relevant to business objectives and not being afraid to pay for the right tools.
A DIY Approach to Activating Your Existing Marketing DataEtumos
Okay, you have just worked tirelessly to perfect your Marketo architecture, capturing every bit of lead lifecycle, engagement, and activity data. Now what?
More often than not, marketing operations professionals are also on the hook for providing reporting and analytics for the broader marketing organization. Luckily, there is a wealth of data sitting just beneath the surface of your Marketo instance that can help you answer some of the most common business questions from your CMO.
In this session, Eric Wong, Marketing Intelligence Consultant at Etumos, will run through how to own and activate your marketing data, structuring your data for different reporting scenarios or getting what you need to make the most out of your data.
Digital Analytics for E-commerce and Online BusinessYour Retail Coach
Digital analytics can provide various benefits to businesses through analyzing data from websites, social media, e-commerce platforms, and other digital sources. It helps with informed decision-making, identifying areas for improvement, tracking key performance indicators, and ensuring profitability. The document outlines four main forms of digital analytics - web analytics, social media analytics, business intelligence, and e-commerce analytics. It also discusses how different business functions like sales, marketing, operations, and finance can leverage digital analytics insights. Overall, digital analytics provides an edge to businesses by facilitating intelligent decisions, issuing warning signals, conducting profitability analysis, and allowing for KPI tracking.
Omnichannel Attribution: How to Virgin Holidays join online and offline channelsmarketingfinder.co.uk
This webinar discussed how to attribute marketing activities across online and offline channels to understand their impact. It explained some common mistakes in online measurement like not accounting for costs. Case studies from Virgin Holidays and Waitrose were presented that linked online and offline sales. Virgin Holidays discussed how they used an attribution model to connect digital activities like pay-per-click to offline bookings via email addresses. This allowed them to shift 6% of offline revenue to attributed digital channels and increase email marketing returns. Proper project management was advised to integrate data from different systems and channels over time.
Google Analytics is the most popular web analytics system. Almost every webpage, whether it’s a private blog or large e-commerce site, uses Google Analytics. This session will cover essential information about Google Analytics and its API guidelines, competitors, and most important, how you can use the data from such offerings together with your ERP, CRM, and other OLTP systems. You will see how to load Google Analytics data using SQL Server Integration Services, for example, and merge that data with your local data. In addition, we will walk through a demonstration of important web analytics KPIs and how you can analyze them using Microsoft Business Intelligence tools
How world class companies optimize the digital experienceQualtrics
Learn how the world's most innovative companies execute digital optimisation programs built on website / mobile feedback and customer engagement. Understand specific ways to increase loyalty, engagement and conversion across your digital assets.
Codeless Generative AI Pipelines
(GenAI with Milvus)
https://ml.dssconf.pl/user.html#!/lecture/DSSML24-041a/rate
Discover the potential of real-time streaming in the context of GenAI as we delve into the intricacies of Apache NiFi and its capabilities. Learn how this tool can significantly simplify the data engineering workflow for GenAI applications, allowing you to focus on the creative aspects rather than the technical complexities. I will guide you through practical examples and use cases, showing the impact of automation on prompt building. From data ingestion to transformation and delivery, witness how Apache NiFi streamlines the entire pipeline, ensuring a smooth and hassle-free experience.
Timothy Spann
https://www.youtube.com/@FLaNK-Stack
https://medium.com/@tspann
https://www.datainmotion.dev/
milvus, unstructured data, vector database, zilliz, cloud, vectors, python, deep learning, generative ai, genai, nifi, kafka, flink, streaming, iot, edge
The Ipsos - AI - Monitor 2024 Report.pdfSocial Samosa
According to Ipsos AI Monitor's 2024 report, 65% Indians said that products and services using AI have profoundly changed their daily life in the past 3-5 years.
Global Situational Awareness of A.I. and where its headedvikram sood
You can see the future first in San Francisco.
Over the past year, the talk of the town has shifted from $10 billion compute clusters to $100 billion clusters to trillion-dollar clusters. Every six months another zero is added to the boardroom plans. Behind the scenes, there’s a fierce scramble to secure every power contract still available for the rest of the decade, every voltage transformer that can possibly be procured. American big business is gearing up to pour trillions of dollars into a long-unseen mobilization of American industrial might. By the end of the decade, American electricity production will have grown tens of percent; from the shale fields of Pennsylvania to the solar farms of Nevada, hundreds of millions of GPUs will hum.
The AGI race has begun. We are building machines that can think and reason. By 2025/26, these machines will outpace college graduates. By the end of the decade, they will be smarter than you or I; we will have superintelligence, in the true sense of the word. Along the way, national security forces not seen in half a century will be un-leashed, and before long, The Project will be on. If we’re lucky, we’ll be in an all-out race with the CCP; if we’re unlucky, an all-out war.
Everyone is now talking about AI, but few have the faintest glimmer of what is about to hit them. Nvidia analysts still think 2024 might be close to the peak. Mainstream pundits are stuck on the wilful blindness of “it’s just predicting the next word”. They see only hype and business-as-usual; at most they entertain another internet-scale technological change.
Before long, the world will wake up. But right now, there are perhaps a few hundred people, most of them in San Francisco and the AI labs, that have situational awareness. Through whatever peculiar forces of fate, I have found myself amongst them. A few years ago, these people were derided as crazy—but they trusted the trendlines, which allowed them to correctly predict the AI advances of the past few years. Whether these people are also right about the next few years remains to be seen. But these are very smart people—the smartest people I have ever met—and they are the ones building this technology. Perhaps they will be an odd footnote in history, or perhaps they will go down in history like Szilard and Oppenheimer and Teller. If they are seeing the future even close to correctly, we are in for a wild ride.
Let me tell you what we see.
Analysis insight about a Flyball dog competition team's performanceroli9797
Insight of my analysis about a Flyball dog competition team's last year performance. Find more: https://github.com/rolandnagy-ds/flyball_race_analysis/tree/main
2. Overview
• A bit about me…
• Who’s in the room…
• Some background…
• Getting started…
• Exercise!
• Bringing it all together…
• Next steps…
• The wrap up.
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
3. Intros…
Sean Burton – Analyt
sean@analyt.co.uk | @sean_d_burton | analyt.co.uk
I'm passionate about improving customer experience and business value by using a blend of data,
technology and psychology.
About me:
• Formerly the Director of Measurement at Seren Design Ltd.
• A 15 year career covering: eLearning, Content Management Systems, Interaction Design, Product
Management, Web Analytics, and Data Visualisation.
• Extensive experience with FTSE 100 companies across financial, telecommunication, gaming, and retail
sectors.
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
4. Who’s in the room…
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
5. Some of the upfront questions
• How do you get VoC data into Google Analytics?
• How to you join data from different sources? What happens if the data
sources aren’t linked?
• What happens when your customer journeys cover & cross multiple
domains?
• How do you can you improve marketing performance/customer
journeys using data?
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
9. Interesting finding…
“By improving user experience, a typical business can improve
sales by 64%.”
Hewson Group, 2003
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
10. The Key Business Processes
Aware Consider Visit Browse Engage Transact Repeat
Acquisition Marketing
Site and Content Development
Retention Marketing
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
11. The challenge…
You
Affiliates
Survey
Data
Email data
Ad-serving
data
Transactions
Customer
data
Web
analytics
PPC data
Panel data
ISP data
Analyst
data
GRP data
Offline
sales data
Promotion
data
Performance
data
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
13. not simpler. “
Everything should be made
as simple as possible but
”
14. Good KPIs are “Übermetrics”…
Good KPI
Strategic
measures of
success
Actionable
Easy to
understand
Based on
valid data
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
15. Key questions
customer
journey profile
Who visits and buys
from the site?
What do they buy?
Why do they visit the
site?
How are they using
the site?
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
16. Core data relating to CX
• Web Analytics – the what
• Detailed traffic measurement tool showing volume of traffic across your digital
real-estate.
• Customer Relationship Management (CRM) – the who
• A database with details of who your customers are, what they have bought,
and their communication preferences.
• Voice of Customer (VoC) / Surveys – the why
• Responses to online or market research questionnaires. Typically run by
external agencies and hosted via an external tool.
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
18. What people say vs what they actually do...
Say Do
Over a third of people say that they intend to
buy something
Conversion rates are in the normal range
People say that they are going to visit 2.5
categories on average
On average they visit 1
Nearly half of people say that they are likely
or very likely to use the search function
Less than 20% of visits have a search in
them
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
19. Customer Experience
• Do you know who your customers are?
• Do you listen to them?
• Do you know what they think of you?
• Are changes to your web site driven by people within the
business rather than by the people that actually pay them – the
customer?
Ultimately, it’s best to try and avoid…
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
22. “I got there in the end but it was a
struggle. Probably best try
www.acme.com”
…not what I
expected
I’ll try another site
Grrr, where’s the
phone?
This is a nightmare!
What a load of
b*ll**ks!!
23. Optimising Processes – survey first
• Ask about reasons for visiting, i.e. task intent.
• Trigger survey at the end of key processes, e.g. purchase or
registration.
• Capture trigger URLs and web analytics visitor cookie values.
• Segment survey data based on visitors failing to complete their task
and then review their comments
• Use web analytics data to confirm traffic volumes for trigger URLs – this
will allow you to scale the issue
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
24. Optimising Processes – analytics first
• Use web analytic data to find process steps with significant drop-out
• Segment out visitors that start process, but fail to complete.
• Cross-reference visitor IDs with survey data to see if any visitors had
left feedback
• Use feedback to help isolate the problem
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
25. The Peak End Rule
• Proposed by Barbara Fredrickson and Daniel Kahneman
• Theory states that people remember the most intensely felt moments
of an experience and the feelings at end
• Understanding how your customers are feeling at the end of a
process is very powerful
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
28. Getting started
• Basic
• Simply show VoC alongside web analytic reports
and basic demographics from CRM
• The mid-point (correlate)
• Overlay key VoC metrics, e.g. recommendation,
with key web analytics data, e.g. orders
• The goal (associate)
• Fully integrated customer feedback covering a
range of data sources
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
29. Integrating CRM & Analytics
• Many Analytics providers can now do this ‘out of the box’, e.g. Adobe’s
(Omniture) Genesis platform
• Common approaches are to:
• Capture a user ID when a user logs into the site based on their CRM record,
which can then be used to link their clickstream data with their CRM record
• Selectively write out details of the user’s CRM record to the web site, allowing
these data to be captured in the web analytics tool as custom fields, e.g.
Gender, Age, job role, etc.
• Make sure you’re completely transparent with your users as to how you
store and use their personal data – do not breach their trust!
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
30. Integrating VoC & Analytics
• Many VoC providers now offer Google Analytics integration ‘out of the
box’ and some support other vendors as well
• I’ve personally worked with eDigitalResearch, OpinionLabs,
SurveyMonkey, SurveyGizmo, and Cvent
• Many of the above, simply require you to give them your tracking
details and they can then pass back survey response data into your
web analytics.
• Alternatively, you can pass a user ID over to the survey, and so long as
the survey provider allows you to export raw response level data you
can then integrate with your web analytics at a later point.
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
31. Example Survey capture
Web site feedback
We’d love to here your thoughts on how we can
improve our site
Yes | No
Site Survey
1. Which of the following best describes your reasons
for visiting the site today:
• [Drop-down of key tasks]
2. Where you able to complete this?
• [Drop-down: Yes, Partially, No]
3. How easy did you find it?
• [Single select on scale 0-10]
4. Would you recommend this site to your family and
friends?
• [Single select on scale 0-10]
5. Any other comments?
• [Text box]
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
32. Example data capture – Google Analytics
<script>
var _gaq = _gaq || [];
_gaq.push(['_setAccount', 'UA-XXXXX-X']);
_gaq.push(['_setDomainName', 'analyt.co.uk']);
_gaq.push(['_setAllowLinker', true]);
_gaq.push(['_setCustomVar',1, ’Task Intent', ’Buy fireplace', 2]);
_gaq.push(['_setCustomVar',2, 'Task Completion', ’yes', 2]);
_gaq.push(['_setCustomVar',3, 'Recommendation', 9, 2]);
_gaq.push(['_setCustomVar',4, 'Easy Score', 7, 2]);
_gaq.push(['_setCustomVar',5, ’Comments', ’great site', 1]);
_gaq.push(['_trackPageview']);
(function() {
var ga = document.createElement('script'); ga.type = 'text/javascript'; ga.async = true;
ga.src = ('https:' == document.location.protocol ? 'https://ssl' : 'http://www') + '.google-analytics.com/ga.js';
var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(ga, s);
})();
</script>
Initial Google Analytics variables
• setAccount = defined the profile to send the data to
• setDomainName = sets the scope of the cookie
• setAllowLinker = allows GA to work across multiple
domains
Sets Google Analytics custom variables
• Using all 5 ‘free’ custom variables (Premium has 50)
• Task Intent, Completion, Recommendation, and
Easy Score all set to whole visit
• Other possible items of interest: Gender, page
ratings, etc.
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
34. Exercise (30 mins)
• In groups of 4… (10 mins)
• Choose a site you all know
• What does ‘good’ look like for them?
• What might they want to measure?
• What would an ideal blend of CRM + VoC + Analytics?
• How would you present it back to the business? To an executive audience/
You’ll then present back to the group for discussion (20 mins)
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
35. Bring it all together…
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
36. Bring it all together
• Use your web analytics tool as a hub for much of your analysis
• You CRM tool can act as the hub for acting on the data, for example pushing
updated email lists to your email provider
• Create a measurement framework about what ‘good’ looks like for your site.
Capture these events as success goals and associate these successes with
the users CRM record. Equally, make sure that you capture pain points so
you can proactively resolve them.
• Publish key demographic details from your CRM or VoC responses back to
your site so that these can be tracked in your analytics. Ideally, do this via a
non-PII ID stored in a cookie, to allow multi-visit analysis.
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
40. A few examples…
• Telco client
• Improved customer service channel by integrating VoC & Web Analytics into
CRM
• Gaming client
• Used VoC & Web Analytics to highlight key pain during launch of a new betting
platform
• Banking client
• Used VoC tracker to highlight key drivers of satisfaction across wide range of
product categories
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
41. Case Study…
For every hour Apple spent calling their Detractors they generated
$1,000 in additional revenue
http://www.forbes.com/sites/stevedenning/2011/08/26/another-myth-bites-the-dust-how-apple-listens-to-its-customers/
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
42. The next step…
RFML Analysis
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
43. RFML Analysis
Recency
The elapsed time since the last purchase made by a customer
Metric: Days since last visit
Frequency
The average time between purchases for a customer
Metric: Average no. of days between purchase
Monetary
The total value of purchases made by a customer
Metric: Total order value or Average order value
Latency
The time between two events, such as first visit and purchase
Metric: Days between first visit and purchase
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
44. RFML – Visitor Scoring
Recency Score:
0: Visitor that have not visited the site within six months
1: Visitors that have visited the site within the last six months
2: Visitors that have visited within the last month
3: Visitors that have visited within the last week
Frequency Score:
0: Visitors that visit the site less than once every six months
1: Visitors that visit the site more than once every six months
2: Visitors that visit the site more than once a month
3: Visitors that visit the site more than once a week
Monetary Score:
0: Visitors that have never purchased
1: Visitors that have purchased at least £100
2: Visitors that have purchased at least £500
3: Visitors that have purchased at least £1000
Latency Score:
0: Visitors that have never purchased
1: Visitors that purchased within six months of their first visit
2: Visitors that purchased within one month of their first visit
3: Visitors that purchased within one week of their first visit
0191 704 2045 | analyt.co.uk | info@analyt.co.uk | @analytdata
Visitor Bandings (sum of scores):
0-1: Time wasters
1-5: Casual glances
5-9: Engaged Users
9-12: Stars
Time
wasters
58%
Engaged
Users
10%
Casual
Glancers
23%
Stars
9%
45. Case Study…
Group A
Recency: Visited within last week
Frequency: Visits 6 or more times a month
Monetary: Average order value of £15
Latency: Less than a week
Group B
Recency: Within the last 6 months
Frequency: Less than once a month
Monetary: Average order value of £350
Latency: More than 6 months
49. Integrated customer feedback
Measure Act Advocate
Automated technical
issues email sent to
operational teams
Customers with low
CSAT scores
contacted by
Customer Services
Customer invited to
community
Customer
encouraged to use
Social Media
Customer
Experience Tracker
Web Analytics
and/or channel data
Operational
Monitoring
Measure CSAT + Operational Performance
Analyse data to establish scale of impact and scope of recommended actions
Contact Customer to explain
and/or resolve issue
Encourage customers to
join community
Monthly CX
Dashboard
Quarterly Workshop
Segmentation &
Process
Optimisation
Free Text Mining
/ Verbatim Analysis
Daily/Weekly Rapid
Reporting
UX Review / lab
research / EEG
Operational teams
fix issues based on
cost/benefit
Statistical analysis &
modelling
Training &
customised reports
to improve use of
data
Operational teams
investigate technical
issues
Data sources Techniques Outputs / Deliverables Operational activities Advocacy
51. The wrap up
Accept your baby may be
ugly!
Be prepared to ‘watch’ and
‘listen’
Ensure ongoing
measurement
52. The wrap up (cont)
Create remarkable
moments
Act quickly and respond to
change
Act quickly and respond to
change
Understand
Advocate
Fix & Act Measure
53. A few helpful links…
• Passing Web Analytics Data to CRM (Adam Greco)
• Blog: http://adam.webanalyticsdemystified.com/2010/05/10/crm-integration-passing-web-analytics-data-to-crm/
• YouTube: http://online-behavior.com/emetrics/integrating-web-analytics-and-crm-739
• Great blog detailing how to tie Google Analytics and SalesForce together
• http://www.e-nor.com/blog/google-analytics/integrate-salesforce-and-google-analytics
• A great blog by the wonderful Avinash with tips on choosing a survey providers
• http://www.kaushik.net/avinash/eight-tips-for-choosing-a-online-survey-provider/
• And of course vendor support pages, for example Google Analytics:
• https://developers.google.com/analytics/devguides/collection/gajs/gaTrackingSite
• Data Import(Dimension widening) in Google Analytics
• https://support.google.com/analytics/answer/3191589
54. info@analyt.co.uk email
twitter @analytdata
analyt.co.uk web
Training Feedback
http://www.surveygizmo.com/s3/1800143/MeasureCamp-V-Training