New Features Coming Soon: Customer Journeys

[Jennifer_SAS]

New Features Coming Soon: Customer Journeys

Often marketing campaigns are more than a one-time email blast. Many campaigns involve an orchestrated series of touchpoints across multiple channels.

In Q2 SAS will be rolling out a new Customer Journey feature. This new capability compliments 360 Activities. The new journey feature is designed to support scheduled bulk-oriented campaign experiences – like Brand Awareness, Product Launch, Seasonal Campaigns, Event Promotions, Customer Onboarding, etc. Activities work well for 1:1 real-time always-on campaigns triggered by the behavior of a known or anonymous customer.

To differentiate the 2 capabilities, Activities will be re-named “Real-time Journeys”, and the new bulk-oriented journeys will be under “Scheduled Journeys”. Marketers will enjoy a new modernized drag-n-drop journey builder canvas for both.

• Real-time Journeys typically start with a Triggered Event, followed by Triggered Tasks, Web and/or Mobile Spots.
• Scheduled Journeys start with an Audience, followed by Bulk Tasks.
  • Initially Email and Custom Tasks will be supported. Support for Push Notifications, SMS and Advertising Tasks (e.g. Google, Facebook, etc.) will follow.
  • Note: 360 Audiences is necessary to execute a Scheduled Journey
• Both employ various Wait and Split decision nodes to orchestrate the experience.

Scheduled Journeys introduces many additional features to help you measure, monitor and maximize your campaigns.

Highlights:

• Performance Goals – classify the journey’s purpose (e.g., Onboard, Purchase), set a target goal (e.g., 10,000 purchases), and define success events (e.g., Online Purchase w/ SUMMER25 coupon)
• Entry Conditions – control if or when customers may re-entry a journey
• Drop Conditions – set event triggers to remove someone from a journey (e.g., made a purchase, registered for a program, used a coupon, asked not to be contacted)
• Personalize – use Split decisions to personalize the path and touchpoints delivered to a subset of the audience, use audience and event attributes to personalize content within touchpoints (e.g. “Hi %%FirstName%% here’s a discount code for %%ProductViewed%%”)
• Schedule Runtimes – flexible options allow you to start a journey as often as hourly or less frequently such as every Monday at noon, 1^st of the month, last Friday of the month, etc.
• Insight Reports – see how the journey is performing against your target goal, how customers are flowing through the various paths and understand how the conversion rate for this journey compares against other journeys with the same purpose.
• Test – apply a holdout control group to understand impact of any given journey

Stay tuned for more details soon! The original author of this post is @MarkKorey_sas 

[MarkKorey_sas]

The release date is set - May 7th!
See this post for the latest.