Analytics are one of the most valuable tools in the customer service landscape. They provide businesses with insights into everything from the customer journey and experience to the performance levels of their staff. The more data a company has to work with, the better it’ll be able to make intelligent decisions about CX, growth, and innovation.
Fortunately, tools have emerged in the current landscape to assist business leaders with collecting the most insightful data possible from their customers. Adobe, best known for its impact on the software landscape, introduced “Customer Journey Analytics” as part of its comprehensive Adobe Experience Platform. This analytics tool allows companies to tap into data taken from the Adobe Experience Platform to help drive informed CX strategies.
Here's what companies can expect from the Adobe Customer Journey Analytics tool.
What is Adobe Customer Journey Analytics?
Adobe Customer Journey Analytics is an analysis tool which allows companies to leverage data from the Experience Platform database, managed by Adobe. The comprehensive tool can break down, filter, and query millions of data points using the Experience Data Model.
With Adobe Customer Journey Analytics, business leaders can input information from across all of their engagement platforms into a single environment. The omnichannel data from each platform can then be standardized and connected to map out a complete customer journey. The Experience Query Services also allow businesses to use SQL frameworks and tools to manipulate data.
For business leaders, Adobe Customer Journey Analytics provides a unique opportunity to examine the standard customer interaction map from start to finish. By mapping the customer journey across multiple omnichannel platforms, companies can build more effective service strategies.
What Can Adobe Customer Journey Analytics Do?
The Customer Journey Analytics platform was designed to give business leaders the insights they need to transform business operations. With this technology, organizational leaders can effectively connect every customer touchpoint and visualize journeys in real time. These maps can then be used to give employees insights into how they can build better overall experiences.
The Customer Journey Analytics platform supports streaming real-time data for up-to-the-minute views of customer behaviours and interactions. The fully correlated data inputted into the system provides users comprehensive breakdowns of any data element across channels without producing SQL statements. Additionally, business leaders can link IDs across various devices and channels for a single profile.