Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Similar to Graph-Based Customer Journey Analytics with Neo4j
Similar to Graph-Based Customer Journey Analytics with Neo4j (20)
More from Neo4j
More from Neo4j (20)
Recently uploaded
Recently uploaded (20)
Graph-Based Customer Journey Analytics with Neo4j
- 1. Graph-Based Customer Journey Analytics with Neo4j 27th September, 2018
- 2. Jesús Barrasa Director Telco Solutions at Neo4j jesus.barrasa@neo4j.com @barrasaDV 2
- 3. ➔ What is CJA ➔ Business value and what can graphs add to it ➔ Active CJM with Neo4j
- 5. Exclusive focus on individual interactions misses the big picture
- 6. Why is it CJA important? Because customers… have an improved opinion of businesses that remember previous interactions with them value presonalised and relevant information 6
- 7. Why is it CJA important? Because organisations… want to give managers an overview of the customer’s experience want to uncover and solve gaps between channels, departments, devices... bringing significant business value 7
- 8. Three recurring concepts: ➔ CUSTOMER ➔ TIME ➔ MULTICHANNEL
- 10. The tool: Customer Journey Maps 10
- 11. “ Journey maps are based largely on the assumption that customer experience is unchanging and controllable, and thus can be captured as a standardised process. But a customer’s journey isn’t a simple and finite series of steps: it’s a complex and sometimes contradictory set of interactions over multiple channels. Map that! ” Jonathan Browne. Forrester Research 11
- 12. Property Graph Model 12 Capture Complexity Allow Flexibility High Performance Whiteboard friendly Rich, Dynamic, human friendly Graph Model on a Native Graph Platform Customer Needs... Neo4j - The worlds leading Graph Platform
- 13. ActiveCJM on Neo4j ➔ Visualisable ➔ Flexible & Dynamic ➔ Agile ➔ Actionable 13
- 14. CJA Methodology 14 Identification of key milestones in relevant journeys JOURNEY DISCOVERY/DESIGN Identifying & connecting relevant data sources DATA COLLECTION Construction of automated DD integrations. -> Next best action, Notifications, Recommendations, etc BUILD AUTOMATED INTERACTIONS
- 15. Demo 15
- 16. Conclusions ➔ Graph → efficient / flexible / expressive representation of customer journey ➔ Neo4j platform gives you a head start ➔ Are you ready to build your Active CJM on Neo4j?
- 17. What next? 1. Go to neo4j.com and download our graph platform. 2. Read Adam Cowley’s blogpost on building an ACJM on Neo4j from google analytics data https://www.adamcowley.co.uk/neo4j/importing-google-analytics-to-neo4j-via-bigquery-using-apoc-jdbc/ 3. Join our online community site to get help and share your experience https://community.neo4j.com/ 4. Reach out to us for licensing info and best practices on building an ACJM with Neo4j