Example Customer Identification Timeline

This example timeline shows how MXO links a customer across various Touchpoints using the customer identifier.

November - Customer contacts call center

Customer contacts their bank's call center with a query.

TouchpointtidCustomer IdentifierName from CRM
Web site (using IE)22222222
Web site (using Firefox)33333333
Call Center44444444CS12345Joe Bloggs
Mobile Phone App55555555

December - Customer clicks link in promotional email

Customer receives promotional email from bank which includes ck=CS12345 on all links. Customer clicks on a link in email and landing page opens in IE.

TouchpointtidCustomer IdentifierName from CRM
Web site (using IE)22222222CS12345Joe Bloggs
Web site (using Firefox)33333333
Call Center44444444CS12345Joe Bloggs
Mobile Phone App55555555

January - Customer logs in to online banking

Customer logs in to Online Banking using Firefox.

TouchpointtidCustomer IdentifierName from CRM
Web site (using IE)22222222CS12345Joe Bloggs
Web site (using Firefox)33333333CS12345Joe Bloggs
Call Center44444444CS12345Joe Bloggs
Mobile Phone App55555555

February - Customer checks account using mobile app

Customer checks their current account balance using the bank's mobile phone app.

TouchpointtidCustomer IdentifierName from CRM
Web site (using IE)22222222CS12345Joe Bloggs
Web site (using Firefox)33333333CS12345Joe Bloggs
Call Center44444444CS12345Joe Bloggs
Mobile Phone App55555555CS12345Joe Bloggs