Customer Journey Analytics



⚠︎ Create duplicate/copy of project before using it for presentation.





Call Center Re-Enagagement :

1. Call Center Enagagement Trend.

2. Prior Dial Ins in Call Center.

3. Sesssion Overlap.

4. Grievance call to Cart Addition

1. Line Graph

2. Cohort table

3. Venn Diagram

4. Tabular Data

A) Prior reaching out to a call-centre, which all actions performed by customers.

B) Session overlap of Web, Mobile and Store with Call centers.

C) Customers interacting over Website/Mobile App/Store visits, measure the customer dial into call-centre for enquiry.

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Store Analysis :

1. Store Visits vs Orders vs Revenue Trend

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2. Top Performing Stores.

3. In-Store abandons to reengage with Marketing campaign/Call-centre contact

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4. Post visiting a store.

1. Line Graph

2. Cohort table

3. Tabular Data

A) Trendline analysis to relate Store, orders and revenue.

B) What customers are doing post visiting the store.

C) Customers who didn't buy at store and how they are engaging with Marketing Campaings or call center contact.

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Offer Engagement :

1. Offer reaction to orders.

2. Offer responses.

3. Post offer acceptance and prior offer overlook.

4. After clicking on offer where customers are going.

1. Donut

2. Flow

3. Tabular Data

A) Understanding how customers are behaving order offers.

B) Taking a meaure of offer responses.

C) What customers are taking action after accepting the offer.

D) What customers are taking action before enagaging with offer.

F) How customers are flowing in the system after they click on a offer.

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Delivery and External Channel Analysis :

1. Channel Overlap.

2. Delivery Tracking Trend.

3. Campaign management Funnel.

4. After message open/click.

1. Donut

2. Bar graph

3. Tabular Data

4. Fallout

5. Venn Diagram

A) Channel overlap with respect Delivery and External.

B) Delivery tracking trend over a period of time to gather insights.

C) Cutomers falling out during the campaign interaction.

D) Customer actions after clicking or opening of a marketing message.

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Intelligent Re-engagement :

1. Conversion Trend (Applications & Account open)

2. Page Error to Call center discussions.

3. Activities prior withdrawal

4. Engagements by Products

1. Tabular

2. Bar Graph

3. Cohort table

4. Line graph

5. Scatter

A) Plotting the Conversion trend over quarter period for application submitted and accounts open.

B) Analysis over customer who faced page error and then dialing in to call center for resolution.

C) Understanding customer behaviour prior to withdrawal.

D) Analysis over a period of time different products performance on basis of product enquiries and Applications submissions.

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Branch Re-engagement :

1. Branch Visit, Account Opens.

2. Top engaged branches and Top branch activities.

3. Marketing Campaign to Engagement at Branch.

1. Tabular

2. Bar Graph

3. Line graph

4. Score Card

A) Understanding total values over a period of time for Branch visit.

B) Understanding which branches are performing good on various financial activities and also which branch brings the higest footfall.

C) Understanding customer behaviour after interaction with marketing camapign and leading to Branch visits and engagments.

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Healthcare Provider :

1. Claims by service category.

2. Claims impact daily trend.

1. Donut

2. Line Graph

3. Tabular

A) Analysing Claims by service category and plotting in tabular and donut to showcase how different service verticals are performing over a period time.

B) Analysing Claims impact in terms of claims submit and claims charges over a period of time.

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Callcenter Deflection :

1. Session linked to callcenters.

2. Callcenter enquiries by category.

3. Callcenter discussion context.

1. Tabular

2. Line Graph

A) Analysing sessions linked to callcenters over a period of time from web and mobile channel.

B) Analysing the enquiries originating from different product categories over a period of time.

C) Analysing the discussion context in terms of topic, reason and satisfaction score over a period of time.

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Business Overview

Overall business analysis including

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Measure

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Marketing performance

Analyze customer engagement, reactions, and ROI across various marketing channels. This panel emphasizes metrics such as marketing delivery measurements, conversions attributed to various marketing channels, and engagements linked to marketing campaigns.