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Visualizing your customer journeys

Updated on September 15, 2022

Journey Visualizer illustrates the paths your customers are taking through the journey, what channels, actions and treatments are working and where customers are getting stuck, indicating that more attention is needed in this area. It shows you what customers are currently doing in your customer journey.

After you define the structure of your customer journey and configure it, you can start visualizing those engagements. Next-best-action decisions will now include customer journeys and stages, and the appropriate associated actions. If these actions become the top actions for the specified channel, they will automatically be recorded into the customer journey data sets. You will see the view across all channels and be able to determine which channels are the most popular.
Pega Customer Decision Hub
  1. Log in as an operator with access to Pega Customer Decision Hub.
  2. Click DiscoveryJourney Visualizer.
  3. Select the journey that you want to examine from the Customer journey drop-down list.
    Result: The combined results for the customer journey that you selected are displayed.

    An example of customer journey showing customers clicking Facebook ad and linking to a landing page
    Aggregated visualization of the customer journey
  4. Choose the timeframe for the visualization, by selecting Current quarter, Last quarter or This year options in the upper right corner.
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.

An example of customer journey stage on web channel in the Journey Visualizer
Visualization of one customer journey stage in one channel

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.

Note: For more information about defining customer journeys, see Creating a customer journey. For more information about managing journey stages, see Specifying entry criteria for customer journey stages.
  • Previous topic Associating actions with customer journey stages
  • Next topic Understanding how customer journeys influence Next-Best-Actions

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