What are Journeys?
The customer journey represents the various stages a customer passes through during their interactions with your Touchpoints.
Customers can move forwards and backwards during the customer journey and can also change Touchpoints, for example moving from a web Touchpoint to an assisted Touchpoint.
The flow of customers throughout the customer journey provides the data for MXO 's Journey Visualizations'. functionality, delivering detailed, real-time insight and analytics to help you increase customer engagement.
Common Journey Analytics terms
The table below lists common terms we use when talking about Journey Analytics.
| Field | Description |
|---|---|
| Active customer | A customer who last performed a tracked activity within 80% of the timeframe configured for a lifecycle stage. |
| Backward transition | A flow that highlights customers moving backwards between two lifecycle stages. |
| Channel | The pre-defined category to which a Touchpoint belongs. For example, web or mobile. |
| Color mode | A tool that enables you to switch the background of the Journey Analytics views between black and white. |
| Entry | The point at which a customer joins the customer journey for an individual Proposition. |
| Exit | The point at which a customer leaves the journey for an individual Proposition. |
| Filter | A tool that allows you to focus on a particular type of data when viewing the customer journey. |
| Flow | The number of customers moving between two different points on the customer journey. |
| Forward transition | A flow that highlights customers moving forwards between two lifecycle stages. |
| Inactive customer | A customer who has not performed a tracked activity within 80% of the timeframe configured for a lifecycle stage. |
| Looping flow | A flow that highlights a customer moving from one Channel to another, within the same Lifecycle Stage. |
| Node | A single point in the customer journey. |
| Optimized customer | A customer who has received personalized content during the customer journey. |
| Timeframe | The period of time that a customer can stay on a lifecycle stage before they are considered to have left the customer journey. |
| Volume | The number of customers currently on a given point on the customer journey. |
