topic customer journey analysis using CI 360 in SAS Customer Intelligence

customer journey analysis using CI 360

snadeem — Mon, 18 Feb 2019 22:51:26 GMT

Hi,

I am new to SAS CI 360 and struggling to understand how can I setup CI 360 to visualise customer journey and customer activity across channels.

Just to give more context , I am looking for something similar what Thunderhead ONE platform provides.

Cheers

Sajid

Re: customer journey analysis using CI 360

Chris_McCann — Fri, 08 Mar 2019 11:26:44 GMT

Hi Sajid

I'm not familiar with the Thunderhead platform. Are you looking for some type of Sankey diagram? Or is it just the delivery and monitoring of a defined customer journey (which can be achieved through an activity map)?

Chris

Re: customer journey analysis using CI 360

snadeem — Fri, 08 Mar 2019 11:53:41 GMT

Hi Chris,

Thanks for the response.

Just to give you a quick insight into Thunderhead tool -

Its a Journey Analysis tool which captures customer interactions that take place on various touchpoints, across all channels. This data tells us where (channel) and when (journey stage) our customers are making their critical decisions; e.g. drop out, skip stage, change channel, or even change journeys.

I am looking for something similar in SAS CI 360, See the attached image for an example journey analytics view from Thunderhead.

Thanks

Sajid