Customer Journey Logics and Algorithms

[former_member610158]

Hi, experts! I have some questions about Customer Journey Logics and Algorithms:

1) Is it possible to view people who didn't go to a key event in Customer Journey? E.g. I'd built CJ with the key event of "Shop checkout success". And I want to see how many and who didn't go to the end. Also I want to see who gones from every step of CJ. Is it possible? How?

2) How the system builds the interaction sequence? How the system understands that these interactions happen in the same way? Is there any interaction ID with which the system combines them in one path?

[jennmurphy]

Hello Ekaterina,

Thank you for your questions and interest in Customer Journey.

In the Customer Journey Insight app, it is not currently possible to see the journeys of people who did not go to the key event. However, if the first interaction of the journey is trigged by a campaign, it is possible to see the resulting journeys regardless of a final defined event using the‘Analyzing Customer Journeys in Campaigns’ feature.

To your second question about who is going from every step of the CJ, you could create a target group from the journey itself. If you are more interested in the differences between the pillars, you could create target groups for the pillars and use the target group subtract operator to compare.

To build the interaction sequence, over a specific time range we look at an event and the contact’s interactions defined within the event. These are then sequenced based on their timestamp. The path is built based on this analysis and sequencing.

If you have more questions about how we build the journey, could you please elaborate? Especially for the interaction ID it would be helpful to have some additional context.

We also have a customer influence request tool, so if there is a feature missing you are welcome to submit this via the tool for consideration in a future release.

Regards,
Jenn