Adobe Customer Journey Analytics Use Case
Identify and understand behaviours that lead to conversion.
Use customer journey insights to enhance the entire customer experience, pinpointing specific opportunities for optimised engagement across channels and devices.
Discover the optimal customer journey paths to improve every customer's experience.
Customer Journey Analytics gives you an end-to-end view of the customer journey across all channels and every interaction over time, revealing areas of optimisation to drive more conversions.
Understand the channels and campaigns driving conversions — whether online or off-line.
To identify what ultimately drives conversion, you need to understand customer engagement across every campaign, channel and piece of content — including off-line experiences. The customer attribution models in Customer Journey Analytics let you analyse attribution across multiple channels, giving you insights into each touchpoint across complex customer journeys. With a wide variety of attribution features, you can better quantify the impact of your marketing efforts, accurately assess the value of marketing touchpoints and evaluate campaign performance compared to conversion goals.
Learn why customers convert — and why they don’t.
Beyond analysing the impact of your marketing tactics, you also need to understand how customers are navigating across devices and channels. This lets you uncover gaps in your experiences that impact conversion. Customer journey visualisations in Customer Journey Analytics give you a full, sequential view of the customer journey so you can identify optimisation opportunities at specific points. Cohort analysis lets you compare groups of customers over time and recognise trends in conversion, while fallout analysis shows which segments and touchpoints aren’t converting. Finally, flow analysis exposes the areas of your site and apps where users ultimately convert. These tools let you visualise each step in the customer’s journey while exposing the paths leading to friction.
Optimise your conversion funnel faster.
To make impactful updates to your funnel, you need insights quickly. Derived fields in Customer Journey Analytics gives you the ability to organise data and adapt your analyses on the fly, implement updates and fix errors instantly — both retroactively and going forward, — all without harming any original data. This lets you quickly understand customer behaviours and preferences, leading to more targeted conversion strategies.
TSB drove a 300% increase in loan sales among mobile users thanks to real-time personalisation.
Pethealth delivers faster page-level and component-level insights to enable better optimisation within minutes.
