The document discusses cross-channel analytics, which involves collecting and analyzing customer interactions across multiple channels like digital, phone, print, and in-person. It outlines common goals of cross-channel projects, challenges, key terminology, standard components, and examples. Standard components include defining KPIs, customer segmentation, time standardization, and metric scoring. Advanced components involve model scoring, text mining, topic cross-referencing, automated metric handling, and forecasting. The document concludes that cross-channel analytics provides benefits like a holistic customer view but also encounters challenges that solutions have been identified for.
The purpose of this two-day workshop was to help marketers build successful multichannel strategies that connect with customers in increasingly meaningful ways across discreet yet interconnected channels. Specifically it focuses on how to: 1) develop a 360 view of customers to inform a channel architecture strategy, 2) deliver personally relevant information through a compelling content and contact strategy, 3) align channels through brand strategy to create a cohesive user experience, 4) integrate measurement across channels for business performance enhancement, and 5) create internal infrastructure and readiness systems that equip organizations to coordinate effective responses to customer needs.
The purpose of this two-day workshop was to help marketers build successful multichannel strategies that connect with customers in increasingly meaningful ways across discreet yet interconnected channels. Specifically it focuses on how to: 1) develop a 360 view of customers to inform a channel architecture strategy, 2) deliver personally relevant information through a compelling content and contact strategy, 3) align channels through brand strategy to create a cohesive user experience, 4) integrate measurement across channels for business performance enhancement, and 5) create internal infrastructure and readiness systems that equip organizations to coordinate effective responses to customer needs.
Chop Customer Churn! A webinar for SaaS companies, Sept 2013CustomerGauge
While customer acquisition is often the prime focus sales and marketing efforts for Software-as-a-Service businesses, customer retention is all too often consigned to an afterthought.
But churn is not a problem to be addressed only as the customer leaves.
How SaaS Businesses can convert Trial Customers into Paying Customers, will walk you through some simple yet powerful ways of reducing churn.
The discussion will include:
How you can bring the voice of the customer into the organisation using simple metrics such as the Net Promoter® Score.
How you can create internal processes to swiftly and effectively close the loop on customer issues.
How you can use feedback to incrementally improve your products around your customer needs.
A Step by Step Approach to Actionable Website KPIsUnilytics
Learn How Well Designed KPI’s Immediately Inform How Your Website is Performing. This webinar presents a real world methodology to build relevant KPIs that provide direct feedback on the success of your website and organization.
‘Always be Optimising’ was a meetup for digital marketers and product people keen on getting more from their existing traffic. The slide deck holds all presentations from the meetup.
Customer Value and What Things are Worth (DIT Product Mgmt)Rich Mironov
From my Feb 2014 class time in Dublin Institute of Technology's product management certificate program: a module on quantifying customer value (esp B2B) and how to price software/technology solutions. In-class exercises removed.
These days, you need every recession-proofing idea to thrive in this economy.Learn how companies using CRM effectively can outperform those that don’t by 44%.
Enterprise customer use case Michael R Hoffman Customer WorthyClient X Client
Use case for Customer Experience prject recap. Core pieces and concepts to depict, monetize, analyze customer experience using Customer Experience Matrix to examine revenue opportunities and risks per customer interaction. Good use case for big data analytics taxonomy ad information life cycle tied to customer/prospect across all channels and media by customer life stage. Customer journey map for systems, IT enterprise analysis and strategy. Good structure for Watson modeling, Qlik Tableau R visualization, Use for tracing, on boarding. Use CxC Matrix framework for plotting embedded models, artificial intelligence, customer sensors and actuators, iot applications. SAS Watson R Teradata, Power BI Adobe Google Dart applications
Chop Customer Churn! A webinar for SaaS companies, Sept 2013CustomerGauge
While customer acquisition is often the prime focus sales and marketing efforts for Software-as-a-Service businesses, customer retention is all too often consigned to an afterthought.
But churn is not a problem to be addressed only as the customer leaves.
How SaaS Businesses can convert Trial Customers into Paying Customers, will walk you through some simple yet powerful ways of reducing churn.
The discussion will include:
How you can bring the voice of the customer into the organisation using simple metrics such as the Net Promoter® Score.
How you can create internal processes to swiftly and effectively close the loop on customer issues.
How you can use feedback to incrementally improve your products around your customer needs.
A Step by Step Approach to Actionable Website KPIsUnilytics
Learn How Well Designed KPI’s Immediately Inform How Your Website is Performing. This webinar presents a real world methodology to build relevant KPIs that provide direct feedback on the success of your website and organization.
‘Always be Optimising’ was a meetup for digital marketers and product people keen on getting more from their existing traffic. The slide deck holds all presentations from the meetup.
Customer Value and What Things are Worth (DIT Product Mgmt)Rich Mironov
From my Feb 2014 class time in Dublin Institute of Technology's product management certificate program: a module on quantifying customer value (esp B2B) and how to price software/technology solutions. In-class exercises removed.
These days, you need every recession-proofing idea to thrive in this economy.Learn how companies using CRM effectively can outperform those that don’t by 44%.
Enterprise customer use case Michael R Hoffman Customer WorthyClient X Client
Use case for Customer Experience prject recap. Core pieces and concepts to depict, monetize, analyze customer experience using Customer Experience Matrix to examine revenue opportunities and risks per customer interaction. Good use case for big data analytics taxonomy ad information life cycle tied to customer/prospect across all channels and media by customer life stage. Customer journey map for systems, IT enterprise analysis and strategy. Good structure for Watson modeling, Qlik Tableau R visualization, Use for tracing, on boarding. Use CxC Matrix framework for plotting embedded models, artificial intelligence, customer sensors and actuators, iot applications. SAS Watson R Teradata, Power BI Adobe Google Dart applications
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
Accelerate your Kubernetes clusters with Varnish Caching
Web Analytics in the Bigger Picture of Cross-Channel Analytics
1. Web Analytics In the Bigger Picture of
Cross-Channel Analytics
Eric Tobias
Director, Analytics Services
Unilytics Corporation
eric.tobias@unilytics.com
(416) 441-9009 x228
2. Topics We’ll Cover
What We’re Seeing
•
What is Cross-Channel Analytics?
•
Common Goals
•
Challenges Encountered
•
Key Terminology
•
Components
•
Best Practices
•
3. What We’re Seeing
500+ engagements in North America across numerous verticals:
• Self-service
• E-commerce
• Government
• Consumer packaged goods (CPG)
• Professional & association organizations
• Service providers
• Consulting
• Intranet
• Legal
4. Web Analytics Adoption Phases
We categorize analytics adoption in five phases:
1. Implementation – Software acquisition and installation
2. Basic Analysis – Reporting and monitoring of page views, visits, visitors, etc.
3. Optimization – Campaigns, visitor segmentation, multivariate testing
4. Automation – Dashboards and alerts
5. Integration – Core business systems, cross-channel analytics
We have observed a marked increase in phase five implementations in
the last year.
5. What is Cross-Channel Analytics?
Cross-channel analytics is the collection, analysis, measurement, and reporting
of customer interaction with a company, product, service, or brand.
It is based on a hierarchy:
Company
↓
Channel
↓
Touchpoint
↓
Customer
6. What Channels?
We generally work with four types of channels. Those channels, along
with touchpoints in each, are:
• Digital – Web, e-mail, chat, online advertising, web 2.0, surveys
• Phone – IVR, phone support, telemarketing
• Print – Forms, publications, mail, coupons
• In-person – Service counter, point of sale
7. Benefits of Cross-Channel
Obtain a consolidated view of customer interactions
•
Optimize customer interaction across channels
•
Achieve more holistic view of customers
•
Correlate data from various channels
•
Extract trend and growth metrics across channels
•
Identify drivers that cause cross-channel “churn”
•
8. Challenges Encountered
There are a few challenges to these projects:
• Political issues when working with managers from each channel
• Frequent lack of common identifiers
(e.g., customers, activities, topics) requires translation infrastructure
• “Time” has mixed meanings between systems
• Integrated data is large, tends to require BI approach
• Huge volume of measures and metrics requires classification and a
degree of automated handling
9. Examples of Cross-Channel Projects
A few examples of our clients currently executing cross-channel projects:
• An e-commerce client is reducing customer service costs by transitioning
customers from phone-based support to web-based self service.
• A major government agency is reducing their annual costs for forms and
publications by providing web-based versions to the public.
• A telecommunications client is ensuring customers receive the same
corporate message and experience in each channel and touchpoint.
• A CPG client is implementing a system for measuring effectiveness of print-
based promotional campaigns to drive traffic to their brand sites.
• An IT consulting company is proving ROI for a self-service web site by
comparing development costs to cost savings in transitioning customers to
web-based self-service.
10. Standard Components
Most cross-channel implementations will use the following:
• KPI Paradigm
• Cross-channel customer segmentation
• Time standardization
• Metric scoring
11. KPI Hierarchy
Goal High level company goal
Items that are vital for a strategy to be
Critical Success Factors successful
KPI Special metrics that tell you how you are doing
Relationship of measures -
Metrics ratios, averages, rates, or percentages
Raw numbers and data
Measures (web analytics, off-line touch-points, customer
databases, email marketing)
12. KPI Paradigm
Goal
KPIs are driven by company goals
KPI BUT…
KPIs are constructed from Measures
Measures
15. Cross-Channel Customer Segmentation
An example from one of our CPG clients:
Customer Coupons Top Recipes Engagement Personal
Segment Redeemed Printed Demographics Demographics
•Young Mother •Brand X •Recipe 254 •Frequent visitor •Female
•Brand Y •Recipe 786 •Visited 8 times •Married
•Recipe 990 •Within last 3 wks •21-25 y/o
•Registered user •2 children
•Male college student •Brand M •Recipe 123 •Infrequent visitor •Male
•Visited 2 times •Single
•Within last 6 months •18-23 y/o
•Guest status •No children
•Female Retiree •Brand G •Recipe 822 •Frequent visitor •Female
•Brand L •Recipe 890 •Visited > 10 times •Over 65 y/o
•Brand X •Recipe 992 •Within last week
•Recipe 1022 •Registered user
16. Time Standardization
It is not generally feasible to store real-time data from cross-channel
systems, therefore it is necessary to roll measures and metrics up to a
predefined level when integrating cross-channel systems.
Time standardization also handles the discrepancies that exist in
different channels for standard “time” definitions.
Standardizing time requires a survey of the various systems being
integrated and assembling a master list of “time”.
17. Metric Scoring
Key Concepts & Terms :
• Goals – Target values the metric should achieve with a timeframe in
which it should be achieved.
• Valuation – An assessment of the value of the metric at any given
time.
• Change classification – A means for classifying the degree of
change in the metric.
• Impacting factors – A historical perspective on changes that have
had an affect on channels and touchpoints.
18. Metric Scoring Example #1
Example metric: Average knowledgebase searches per visit
Current value: 2 knowledgebase searches per visit
Goals: Short-Term = Reduce by 1 within six months
Long-term = Reduce by 2 within one year
Valuation: 0–2 = “Excellent”
2–4 = “Acceptable”
>4 = “Critical”
Change classification : 0 – 100% = Negligible, do nothing
100 – 150% = Minor, notify assigned analyst
150 – 200% = Noteworthy, notify analysis team
> 200% = Excessive, notify analysis team and channel manager
Impacting factors: Change = New FAQ added to search page
Est. Impact = Reduce metric by 0.5, starting four weeks after release
Act. Impact = Metric reduced by 0.25 within four weeks and then stabilized
19. Metric Scoring Example #2
Example metric: Average daily transfers from web to phone for “Change of Address” transaction
Current value: 450 transfers per day
Goals: Short-Term = Reduce by 100 within six months
Long-term = Reduce by 400 within one year
Valuation: 0 – 200 = “Excellent”
201 – 500 = “Acceptable”
501 – 600 = “Warning”
>600 = “Critical”
Change classification : 0 – 5% = Negligible, do nothing
5 – 20% = Minor, notify assigned analyst
20 – 30% = Noteworthy, notify analysis team
> 30% = Excessive, notify analysis team and channel manager
Impacting factors: Change = Fix intermittent bug that interferes with submit action
Est. Impact = Reduce transfers by 50 per day, starting one week after release
Act. Impact = Transfers reduced by 100 within two weeks
21. Advanced Cross-Channel Components
Some cross-channel implementations will use the following:
• Model scoring
• Text mining
• Topic cross-referencing
• Automated metric handling
• Forecasting
22. Model Scoring
A component that compares known characteristics of customers with
predefined archetypes. The purpose is to identify the “type” of the
customer.
Model / Archetype CRM Web Analytics Phone Support Point of Sale
Young Professional Female 75% 100% 80%
Male College Student 10% 28% 9%
Female Retiree 63% 67%
Middle Age Father 21% 33% 42% 44%
In this example, the customer is recorded as belonging to the “Young
Professional Female” archetype.
23. Text Mining
A component designed to extract “meaning” from large amounts of free-
form text found in many Web 2.0 technologies.
It is designed to find the
general “buzz” about a
company.
For example, is this a good endorsement? Is it an isolated opinion, or is
it representative of others’ views?
24. Topic Cross-Referencing
A component that allows for comparison and correlation of customer
motivation (a.k.a., “driver”) across channels.
Topic Channel Attribute Value
Installation Troubleshooting
Phone
IVR Prompt 1–3–2
Call Topic InstIss004
Digital
KB Article CKB223108, CKB233211
Print
ISBN 978-3-16-148410-0
25. Automated Metric Handling
A component for sifting through the hundreds, and thousands, of
possible metrics and focusing analytic teams on the most important
metrics.
Metric Change Classification Action
Ratio of enquiries to claims
Between 0.60 and 0.75 Notable E-mail analyst
Greater than 0.75 Excessive E-mail team
% of first call resolutions
Between 40% and 50% Problematic E-mail Channel
Between 51% and 75% Notable Daily Report
Greater than 75% Verify E-mail analyst
26. Forecasting
A late-stage component that uses a history of experience with metrics to
forecast values at future dates.
“Based on our prior experience with adding FAQs on top phone call
drivers to the web site, how do we expect the web site traffic will be
affected?”
“What is the current trend for our knowledgebase searches per support
visit, and based on that where will our search volume be in six months?”
27. Wrap-Up
• Cross-Channel has been around for years, but was mainly used by large
companies with physical stores and e-commerce. It is being implemented in a
variety of verticals where companies are entering phases four and five of web
analytics adoption.
• Many benefits to be gained: holistic view of the customer, cost optimization by
channel, company-level view of behavior instead of in isolated silos, and trend and
growth data.
• Many of the challenges encountered by early adopters have been identified and
solutions derived.
• We are consistently receiving calls on how to determine KPIs. The KPI Paradigm is
a best practice to determine the critical metrics.
• Standard components consist of KPI Paradigm, cross-channel customer
segmentation, time standardization, and metrics scoring.
• Advanced components consist of model scoring, text mining, topic cross-
referencing, automated metric handling, and forecasting.