Introduction to Module 2

1 min

In this section we will start with a quick re-cap of Module 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 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
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