Channel, Position and Location
- Ben Clark
Channel
A Rule can be created in a channel agnostic manner and multiple channels could invoke the same Rule. The Channel field should be provided by the calling system so we can identify which channel is requesting the response.
Location
Location is used to identify the interactions an individual has with your brand. It allows us to identify movement from rule to rule. In the simplest example you could be tracking each step through a website. Where Alterian CX differs from other Web analytics providers is its ability to show cross channel interactions. “Why do 30% of people stop in the sales process?” Is it because they are calling the call centre? Alterian CX can natively provide this further detail.
Position
A Rule can be created in a Location agnostic manner with the same Rule being called for multiple tasks within the same channel.
Take this example of the Alterian Acadian Travel website home page.
Alterian CX can quickly and effectively provide back a response to highlight the most appropriate content or offers based on the Fast and Slow data Journey Orchestration holds on the person viewing the page.
In the example above the following interaction points are shown:
Background image
Ribbon Bar
Bottom Left Offer
and Bottom Right Offer.
Each of these decisions on content could be provided the same Rule or each could be provided by a different one. We want to be able to understand how well a Rule will work in any given interaction.
In the example above the “location” passed through by the calling system would be
Location = Alterian Acadian Travel website home page
Each of the interaction points would be passed through as the Rule Position.
Position = Background image
Position = Ribbon Bar
Position = Bottom Left Offer
Position = Bottom Right Offer.
This allows us to understand how well each Rule works in any Location and Position combination. Measurement allows for incremental improvement on your Rules.