What to do next: Explore your journey by clicking on a journey stage. In the below example, the Journey Visualizer shows how many people entered this particular stage on the web channel, how many progressed to the next stage, how many people remain in this stage and how many declined the treatment and dropped out of the journey. The Journey Visualizer populates the data from across channels and customers, and shows how people are moving from stage to stage, as well as which actions are driving this behavior.

Clicking on a journey stage opens the overlay, in which you can see the channel, timeframe, and breakdown of the actions. You can change the metrics by clicking in the right pane. The metrics will depend on the direction of the channel (which is Click rate, except for CallCenter breakdowns, which display Accept rate). You can then open each action to see the individual treatments that are associated with the action, and the performance of those treatments against the metrics.

In a customer journey visualization, you can see where the customers learn about the product, what channels they engage through, and which messages help drive the desired outcome. When the customer gets stuck, you will see where the roadblocks are, where customers are dropping out, and where no one is interacting at all, so that you can prioritize key issues. If you find a journey that needs an upgrade, you can quickly adapt your strategy to guide customers around the problem.