G2 Crowd User in Information Technology and Services

Customer Journeys

over 1 year ago

How are journeys from different customers matched up into the same journey paths?

Vendor Responses

Response by IBM Watson Customer Experience Analytics

over 1 year ago

All touchpoints within a journey are published to IBM Watson Customer Experience Analytics journeys via IBM Universal Behavior Exchange (UBX), an open ecosystem of social, mobile, CRM and paid advertising solution providers. Journeys are connected via UBX IDs joined by deterministic matches and based on back-end algorithms that correlate the touchpoints within the top paths experienced by unique visitors. Only the touchpoints that you have published to Customer Experience Analytics will be included in the journey analysis. For example, if you only publish email or social events to Customer Experience Analytics, only those two channels will appear in your journey paths.