Marketers and customer experience pros need to understand where customers are, what actions they’ve taken, and what they’re likely want and respond to next. If they can do that, they’re on the way to being able to orchestrate personalized customer experiences across many channels and deliver huge business and customer benefit: the best next action or offer at the right time, on the right touchpoint to maximize customer relevance.
Acquia Journey is a customer journey orchestration solution that makes it possible to move beyond scheduled marketing events to adopt an always-on marketing and customer experience strategy.
In addition to providing tools to map the customer journey, Acquia Journey helps to unify customer data so that it’s accessible to and actionable by the business. It provides the tools to connect martech and ad tech so diverse tools work together. An automated decision engine determines the best next action or offer and triggers the right system at the right time to send an email, push a text message, display a social media ad, or customize a call center response.
Acquia Journey’s benefits are easy to understand by comparing traditional approaches to marketing automation versus always-on, highly personalized journey orchestration.
Journey helps brands meet new customer expectations by enabling them to operate in a “listen, trigger, deliver, react” mode. With capabilities supplied by Journey, brands can:
Gather information and analyze data across a large number of sources, so they can treat customers as individuals, not as look-alike customers categorized into broad audience segments.
Deliver personalized, highly targeted “best-next” content, offers and experiences by unifying more than two channels (web, email, social, in-store, call center and other channels), not just audience segment-level communications on website and email.
Execute a CX-focused “always on” personalized customer journey strategy that continually listens, triggers, delivers and reacts to customers, not in a predefined marketing campaign-only strategy focused on automating email delivery but based on their individual moment in the relationship.
Executing a customer-centric digital engagement strategy requires the ability to make fast decisions at scale so you can trigger the most appropriate action, content or offer on the best possible channel.
Acquia Journey treats each individual as an audience of one, enabling the next generation of always on, personalized engagement.
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