Capabilities rolling out in September 2023

Summary

• New feature to allow Personas to be be used to target messaging and decisions in Journey Orchestration and to allow filtering of Journeys by Persona in Journey analytics.

• Enhancements to Operational Reporting to make it much easier to identify in the logs any issues found in the reporting

General

Personas

As a user of Alterian CX, your goal is to enhance customer journeys, share information, and tailor offers to different groups of people. Personas act as fictional representatives of these diverse customer segments, providing a deeper understanding of their likes, needs, and behaviours.

You can now load Persona information you hold on your customers into Alterian CX. This will provide the following benefits:

• Tailored Messaging: Personas empower you to design and create highly targeted CX decisions and offers. Armed with insights into each persona's distinctive interests and concerns, you can create content that captivates and engages effectively. You can integrate persona data into your rules through the inbuilt Public Templates allowing targeted offers and decisions in bespoke rules. Alternatively, the Switch Case feature built into Alterian Rule Designer allows you to create custom flows for specific personas in a extremely easy to use interface.

• Planning Personalized targeted Experiences: You CX strategy needs to be planned and then reviewed on a ongoing basis. Personas should be a key input into this process. Alterian allow your Personas to be linked to specific steps in Alterian Journey Playbooks allowing you to clearly see which steps (interactions or actions) are targeted to a specific Persona and to then link through to the specific rules targeting them.

• Segmentation and Targeting: Personas facilitate the segmentation of your customer base. By categorizing customers into distinct personas and segmenting accordingly, you can optimize CX decisions by directing resources where they yield maximum impact. The Switch Case functionality comes with built-in prioritization, allowing you to control which persona takes precedence when a customer aligns with multiple personas.

• Data-Driven Decision Making: Personas form the bedrock of informed decision-making. The persona data you possess automatically integrates into Journey Analytics, offering insights into how different personas navigate through your journeys. This real-world insight empowers you to make strategic choices that lead to positive outcomes.

Personas themselves can be created, edited and controlled in a new personas screen.

This feature is currently in preview so let us know if you would like to add your Personas to Alterian CX to take advantage of the features above.

Rule Designer

Test Runner logs now show the Template and Template version that created the log

To aid triage, the logs shown by Test Runner now provide extra information on which step in the rule created the log. We now show the Client the step came from, the Template name and the Template version.

This information is shown in the “Workerthread” information at the bottom of the logs.

We also provide a Tile “Name” column so you can now see which Tile created the log. Based on the steps creating logs within it.

Rules screen

Operational Reporting can now directly show you the logs generated for a time period

Operational Reporting provides a view on the success of a rule over given periods of time.

Before, if you noticed a problem during a certain time, it was hard to understand what happened. You had to go through several steps to find the right logs.

We've made it much easier. When you look at the Operational Reporting screen for different time periods, you can click to instantly see the related logs for that time. This makes it much faster to understand and fix any issues.

Public Templates

General

Future Queue Step Performance Improvements

In a future release we will be enhancing the throughput of the queues that sit within the Alterian queue Public Templates. These queues take the events generated by the Journey Orchestration rules and pass them into Journey Analytics where they can be analysed. The queue steps in these rules now have a “bundle messages” option. Please do not change the value of this option at this point as it will have an adverse impact on your event creation. Alterian will automatically adapt these steps as we upgrade your solution.

Steps

Access Cache can now read then write

It’s important that the Information held in your cache is up to date for data quality and data protection reasons. The access cache step has been updated to now allow a write to automatically follow a read.

This will ensure data that is regularly used is persisted, the TTL will reset each time it is read, while data that is not accessed is removed as expected.

HTTP client and HTTP Post kettle steps will now have a default expiry time set

Previously these steps did not have to have expiry times. This could cause a scenario where the step would wait forever for a response, and this would stop the rule it contained from working.

We now apply appropriate defaults and will check for the existence of these as the Templates are loaded.

Export to S3 step not validates data before export

The output to S3 step will now validate that a row passed to it is in the correct format before outputing to S3. If the format is incorrect the row is ignored.

Fixes

Known Issues

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