Journey Visualizer illustrates the paths your customers are taking through
the journey, what channels, actions and treatments are working and where customers are getting
stuck, indicating that more attention is needed in this area. It shows you what customers are
currently doing in your customer journey.
After you define the structure of your
customer journey and configure it, you can start visualizing those engagements. Next-best-action
decisions will now include customer journeys and stages, and the appropriate associated actions.
If these actions become the top actions for the specified channel, they will automatically be
recorded into the customer journey data sets. You will see the view across all channels and be
able to determine which channels are the most popular.
Pega Customer Decision Hub
Log in as an operator with access to Pega Customer Decision Hub portal.
Click DiscoveryJourney Visualizer.
Select the journey that you want to examine from the Customer
journey drop-down list.Result: The combined results for the customer journey that you selected are displayed.
What to do next: Explore your journey by clicking on a journey stage. In the
below example, the Journey Visualizer shows how many people entered this particular stage on
the web channel, how many progressed to the next stage, how many people remain in this stage
and how many declined the treatment and dropped out of the journey. The Journey Visualizer
populates the data from across channels and customers, and shows how people are moving from
stage to stage, as well as which actions are driving this behavior.
In a customer journey visualization, you can see where the customers learn about the
product, what channels they engage through, and which messages help drive the desired
outcome. When the customer gets stuck, you will see where the roadblocks are, where
customers are dropping out, and where no one is interacting at all, so that you can
prioritize key issues. If you find a journey that needs an upgrade, you can quickly adapt
your strategy to guide customers around the problem.