Traditional customer journey management capabilities from vendors have focused on helping marketers design a manual, outbound pathway to drive conversions. Being able to create any sequence of events from scratch can end up with a “spaghetti diagram” that is impossible to untangle or manage, nonetheless execute and measure. Sometimes, just because you can create anything on a journey diagram, doesn’t mean you should.
Sound familiar? Journey orchestration solutions from older, more monolithic marketing clouds are often disconnected from the core ability to execute and operationalize marketing programs. Journey mapping and whiteboarding has become a creative best practice, but how can brands scale this process and react to changing consumer needs? How can brands determine if a consumer has already been through a journey? What happens with customer fatigue or channel conflict? What if things change in the customer lifecycle? What if they make a purchase or change their path? Marketers need to find ways to become more agile and reactive in their approaches to managing and delivering on the customer experience.
Cheetah defines Journeys as: A series of orchestrated touchpoints between a brand and a consumer. Journeys can be simple in nature (triggered), specific use cases (standard library), or fully customized. Journeys personalize all interactions across channels, unifying personalization rules and logic, synchronizing all channels to work together, and sequencing customer interactions through time.
At Cheetah we’re committed to investing in tools and solutions that help marketers create engaging omni-channel campaigns and experiences that drive results. As part of that investment, we are excited to share the latest release of Self-Service Journeys.
What are Self-Service Journeys?
Self-Service Journeys help you kick-off all manner of conversations with a consumer, and then keep them going. By combining listening, decisioning and execution, you can orchestrate multi-step marketing experiences that reflect your brand’s unique character and guide customers through their own personal adventures that react to their action, inaction and other events. Our user-friendly, drag-and-drop journey designer puts this power directly in the hands of marketers along with real-time metrics and insights that help them understand the impact they’re having.
Self-Service Journeys allow you to:
- Build new journeys from scratch
- Edit an existing journey or use a template as a starting point
- Design multi-track journeys that route users by decision or external activity
- Simulate how the journey will react to different users and situations
- Publish journeys and track real-time metrics
What are Self-Service Journeys used for?
Self-Service Journeys help you save time by offering a marketer-friendly interface to create unique audience experiences such as personalized customer on-boarding; nudges and reminders about upcoming events or benefits that are about to expire; abandoned browse, form or cart handling; contextual profiling based on declared interests; and many other experiences that help them gain value from their relationship with you and help them navigate through your customer lifecycle.
You can design and draw sophisticated cross-channel journeys, with conditions to route users to the most appropriate next action and different tracks to react to customer-related activities, all without writing a single line of code. If the Marigold Engage+ is aware of an activity, it can be used in your journey. Activities can be pretty diverse: from e-commerce activities like adding to cart, making a purchase, shipping an order or delivering a package; sports and fitness activities like booking your first class, swiping your pass at the gym or reaching your fitness goal; to travel activities like boarding a plane, being delayed on the tarmac or checking out of your hotel.
With Self-Service Journeys, it’s easy to visualize the workflow you’ve designed, track performance and readily respond to changing business requirements.
Benefits of Self-Service Journeys
Key benefits of Self-Service Journeys include engaging customer experiences, improved business outcomes, reduced time-to-market, ease-of-use and the agility to respond rapidly to changing business needs. This gives marketers more control over “always-on” marketing and will help them reduce their dependence on technical resources.
With Self-Service Journeys, you are set free from the constraints of templates and from “black box” coded alternatives. All of your journeys can be visualized, simulated and evaluated in a consistent way and all of them can be tweaked to meet your unique needs.
Journey Capabilities
With this release of Self-Service Journeys, you can:
- Create new journeys from scratch
- Edit an existing journey or use a template as a starting point
- Design multi-track journeys that route users by decision or external activity
- Simulate how the journey will react to different users and situations
- Publish journeys and track real-time metrics
How does it work?
Getting started with Self-Service Journeys is easy: Please take a look at the Journey Designer User’s Guide.
If you need help or have any questions, please reach out to your Customer Success Manager or email [email protected] who will be happy to help get you started and run you through the options available.
