Visualizing your customer journeys
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.
- Log in as an operator with access to Pega Customer Decision Hub.
- Click .
- 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.
- Choose the timeframe for the visualization, by selecting Current quarter, Last quarter or This year options in the upper right corner.
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.
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