Introduction to Day 2

1 min

Today we will start with a quick re-cap of Day 1.

Hopefully by now you understand the unified customer profile is at the heart of digital transformations that integrate digital and physical touchpoints seamlessly to deliver omnichannel customer experiences. We will also cover some capabilities around Offer Decisioning which makes real-time personalisation easy with a central library of marketing offers and a decision engine that applies rules and constraints using rich profiles created by Adobe Experience Platform to help you to send your customers the right offer at the right time. The day will finish with Customer Journey Analytics which can access data sets ingested into Adobe Experience Platform such as call centre, CRM data, campaign and response data coming from direct marketing channels, on-site interaction data etc. You will get a taste of having a rich set of data at your finger tips and start analysing the data with some hands-on exercises.

3. Digital x Physical3. Digital x Physical
- 3.1 Personalisation in the call centre3.2 Personalisation in the call centre
- 3.2 Offer Decisioning 1013.3 Offer Decisioning 101
- 3.3 Take a look at some real Offers!3.4 Take a look at some real Offers!
- 3.4 Use your decision in an email3.5 Use your decision in an email
4. Customer Journey Analysis4. Customer Journey Analysis
- 4.1 Get familiar with the CJA UI & Person centric Insights4.1 Customer Journey Analytics 101
- 4.2 Use case: Call centre deflection4.2 Data preparation in Analysis Workspace
- 4.3 Use case: Cross channel attribution4.3 Visualisation using Customer Journey Analytics
- 4.4 Put insights into action4.4 From insights to action