Adobe Customer Journey Analytics Use Case
Pinpoint friction in your customer journey.
Identify and eliminate pain points, bottlenecks, and areas of friction across your customer journey.
Strengthen engagement with insights into every touchpoint.
Customer Journey Analytics analyzes customer interactions, behaviors, and sentiments at every touchpoint so you can identify obstacles to conversion, retention, and satisfaction — and take proactive measures to address them.
Analyze customer journeys from any angle.
Analyzing an entire customer journey to surface what factors are causing friction can be a challenge. Analysis workspace in Customer Journey Analytics gives everyone in your organization a robust, flexible user interface that lets them uncover pain points and bottlenecks. Tools such as free-form tables and cohort analysis let them to dive deeper into the data and see the type of user and the channel or journey point that’s causing them the most friction. With advanced data management and measurement capabilities, your team can instantly create and apply segments, apply attribution models, and look into any dimension of data — all without a line of code.
Understand who’s experiencing the biggest pain points.
To identify gaps in your user experience, you need to see the entire customer journey across every channel. Customer Journey Analytics provides a variety of interactive visualizations to help make sense of your insights and identify areas that may be impacting your users. Fallout visualizations show where customers drop out of key flows in your user experience. Flow visualizations provide a granular view of the user’s movements throughout your sites and apps. Cohort analysis compares groups of customers over time. These tools let you quickly see what’s causing friction and who it’s affecting.
Stay proactive in reducing friction.
Analyzing large customer data sets is challenging. Finding relationships among hundreds of different data types and customer profiles can take months. To continuously pinpoint friction across your customer journey, derived fields in Customer Journey Analytics generate insights on-the-fly, letting you to rapidly find and mitigate friction. Identify key touchpoints to understand which ones are most engaging and which ones cause drop-offs. You can also segment customers based on behaviors and tailor experiences for heavily engaged users to increase journey efficiency. Customer Journey Analytics also lets you track the stages customers move through — from awareness to decision — so you can identify bottlenecks and optimize the flow.
OTTO uses the extensive and integrated data analyses of Customer Journey Analytics for ongoing optimization.
TSB uses actionable customer insights to understand how each customer’s banking journey can be improved at every step.
Pethealth delivers page-level and component-level insights in minutes for better optimization and personalization.
