Data science holds the keys to Journey Management success

Here's why....

A journey framework makes the perfect data dashboard!

A journey framework provides a complete customer centric map across a business. It provides a structure to map customer journeys from the lifecycle level, right down to technical and process detail. And this is the perfect dashboard to embed metrics:

• A journey framework is written in the universal language of the customer, so all metrics have useful context.

• Metrics can be placed at all levels of the Journey Framework, within goals, journeys, opportunities and solutions, allowing insights at many levels

• Metrics can be viewed, sorted, filtered and tagged across the business to provide additional insight.

Right now, three trends allow data science to add outsized value with Journey Management

AI

AI is changing customer research along with pretty much everything else. And some changes are happening fast!

An example is synthesis of qualitative data. Historically, researchers conduct interviews and surveys, which a slow, expensive and a one off process. 

AI is right now completely transforming the way companies conduct research and generate insights. LLMs can take rich, qualitative datasets and generate themes and insights in seconds. 

We can analyze rich qualitative data from thousands of respondents rather than in person interviews with a much smaller number. 

We can develop data pipelines that continuously analyse this information over time, to track insights over time. 

These changes provide an opportunity to increase the speed, quality and impact of customer research. But realising these benefits relies on researchers working hand in glove with data scientists. 

IOT

The proliferation of sensors in our environment is another mega trend that is changing research. 

Sensors generate data that can provide passive insights into the customer experience, which help us understand the broader experience beyond digital. 

APIs

The availability and simplicity of APIs has been accelerated massively over the last years by the move to the cloud and several providers offering API platforms as a service. 

The big impact for Journey Management, is that the modern Journey Management platforms are currently working on comprehensive APIs to allow data sources to link automatically with the Customer Journeys. 

So business data can be automatically embedded and updated in the Journey Map. 

Each of these trends, combined with Journey Management opens up a world of opportunity for data driven customer experience.

Join me at the Data Science Summit in Warsaw, where I will show the potential of Journey Management and data science

Join me at 15:05pm on 24 November at the National Stadium in Warsaw to explore how data science and Journey Management elevate customer insight to a whole new level, with examples of how this works today as well as the potential for the future.

Looking forward to seeing you there : )

https://dssconf.pl/en/