The Pointillist Customer Journey Management platform enables Customer Experience, Analytics, Marketing, Digital and Transformation professionals to improve customer experience and achieve their desired business goals.
Pointillist Customer Journey Analytics platform integrates and unifies interaction data across those tools, systems and channels, and uses identity resolution to stitch those interactions together into cross-channel.
Journey Mapping, Design, Discovery, Insights, Orchestration, Optimisation
Easily unify data cross all channels and touchpoints- web, email, social, ERP, CRM, VOC, Call centre, Stores, branches, eCommerce or any data source.
Pointillists is built to perform longitudinal time series across billions of customers interactions.
It helps you to understand your customers with greater depth, discover actual paths taken by customers across touch points over time by incorporating data from quantitative and qualitative methods.
Understand what happens before and after each step in each journey touchpoint.
Besides Demographics and psychographics, Pointillist allows segmentation based on customer's behaviour .
Using pointillist, you can:
-differentiate the meaningful journeys from the trivial.
-determine your most important customer group
-segment customers based on important journeys and KPIs, such as which customers are more susceptible to churn, or which are the most likely to respond to an upsell offer.
So that you can find out how specific customer behaviors impact hard metrics you're being measured by, like revenue, cost to serve and customer lifetime value, and then work to optimize your customer's journeys in real time by orchestrating personalized experiences across all your channel.
You can also pinpoint the drivers of customer satisfaction by understanding the journeys that influence your most and least satisfied customers, and you can determine the impact of a poor experience on business objectives like revenue, churn, or repeat purchase rate, as well as the effectiveness of remediations that you may make.
With Pointillist, you can quantify customer experience with journey based metrics and KPIs, so you can measure CX metrics like NPS or CSAT at various points in the customer journey and understand what drives the change in the score.
You can also pinpoint the drivers of customer satisfaction by understanding the journeys that influence your most and least satisfied customers, and you can determine the impact of a poor experience on business objectives like revenue, churn, or repeat purchase rate, as well as the effectiveness of remediations that you may make.
Pointillist allows you to design personalized experiences. You can create hypotheses and custom them with new journeys and visualize their impact on the current experience. You can improve the most important interactions that customers have. You can engage with each customer at optimal points along their journey in real time and through their preferred touchpoint by orchestrating engagement using the platform.
Discover what you should personalize first or who to personalize it for or when to personalize it and how.
AI and Machine learning rapidly discover insights in minutes that would have taken data scientists weeks or months.
Many companies spend a lot of time into creating beautiful looking journey maps that are released with great fanfare only to gather dust as employees go back to the real work that they're measured by.
The most common complaint of the journey mapping process is that it is designed in a meeting room by employees with an inward focus. When most customer facing employees put themselves in their customer's shoes and try to imagine their experiences, it typically results in an imaginary journey that fails to reflect the variety of real world that their customers actually take.
Even if you conduct focus groups or interview a few dozen customers, companies not even close to discovering the millions of real unique journeys taken by their customers. Journey mapping tools aren't analytics platforms, so they can't help you measure the impact of your customer's behavior on KPIs such as revenue, churn, or customer lifetime values.
Some journey analytics solutions use the term analytics as a fancy way to say you can create charts. If you're looking to truly understand your customer's experiences, how they impact your business, and find high impact opportunities to improve them, you need Pointillist not a BI or Analytics tool.
Although modern BI I platforms can now handle structured and unstructured data, it remains difficult to do time series analysis.
So if you're trying to figure out how many people did Y before Z, but after X, It's gonna be difficult in the BI platform.
Campaign Management Marketing tool are often described as journey tool but in essence they are only marketing campaign tools not customer journey analytics.
Organisations are using a variety of systems today to design, manage, and measure multi-channel campaigns, managing customer level data and audiences in separate systems. For targeting and orchestrating multi-channel campaigns is a challenge. CDPs promised to sell for this challenge by centralizing data collection, unifying customer profiles from disparate sources, and creating and managing segments.
Some CDPs can also orchestrate engagement with those segments across a variety of channels.
Over one third of marketers say their inability to integrate data is the biggest impediment to the success of their analytics teams.
keep in mind that data unification should be viewed not as your end goal, but as simply a means to end.
