From a Customer Experience perspective, we support these two broad uses of Customer Journeys:
Idealized Journeys - Plan out how a customer may undertake a specific Journey allowing you to plan in ways to help them accomplished their goals and hopefully your business goals.
Journey Analytics - See how users interacted with your brand, what steps they actually take along thier Journeys, what they may do next, and what interactions may have had an influence on the decisions made.
What we are not able to understand is whether the interactions they were exposed to or the Journey they were on were beneficial for the user or influential for the behaviour
It may have been the most popular Journey path… but it may have been an appalling experience for those on the Journey path.
What we need to meet this need is to provide our customers with a simple way to gather qualitative information on the interactions and Journeys they experience. On a more macro scale understanding whether a customer / user is or isn’t an advocate will be very useful when deciding how to treat them and how to make your CX interactions better.
Read Category Access
Read Category Count
Read top Category count
It will also output the information directly into the Rule in which it is used.
This Public Template is available to all customers but must be used in conjunction with the Category Lookup rule and Get CXID. To use it, pull the Public Template into your Rule after you have created your Category Lookup Rule.
This rule simply uses any Category recieved from the Category Lookup Rule and the CXID from the Get CXID Public Template togather with our standard Timestamp field to store Category interactions against a user.
Input Data
Field | Description | Example |
|---|---|---|
Category | What Category was returned as the result of the Category Lookup. | Family |
AlterianCX_cxid | CXID Identifier provided by the Get CXID tile | |
TimeStamp | This is created in almost every rule and should automap. Provides the Rule with the exact time this event occured to allow it to accurately increment the counts. |
Output Fields
Field | Description | Example |
|---|---|---|
Hour Count | How many times has the CXID been exposed to this Category in the last hour | 12 |
Hour Engagement Score | What’s the total engagement score generated by expose to this Category over the last hour | 50 |
Day Count | How many times has the CXID been exposed to this Category in the last 24 hours | 54 |
Day Engagement Score | What’s the total engagement score generated by expose to this Category over the 24 hours | 250 |
Total Count | How many times has the CXID been exposed to this Category in total | 452 |
Categories | What Category has this CXID been exposed to, viewed in frequency of order of view. In this example they have been to Default first, then Family and then Business. | default|family|business |
Top Total Count | When looking at the Top Total Category how many times was the Category Interacted with. | 253 |
Top Total Category | Which Category was interacted with most often over all time. The total number of interactions is Top Total Count. | Business |
Top Day Count | What’s the highest number of interactions against a single Category over the last 24 hours. | 23 |
Top Day Category | Which Category was interacted with most often over the last 24 hours. The total number of interactions is Top Day Count. | Family |
Top Hour Count | What’s the highest number of interactions against a single Category over the last hour. | 6 |
Top Hour Category | Which Category was interacted with most often over the last hour. The total number of interactions is Hour Day Count. | Terms and Conditions |