Cemantica includes three out-of-the-box reports designed to help you gain valuable insights and better understand your metrics. These reports are:
Journey Overview
Sentiment Analysis
ROI Analysis
They provide a comprehensive view of your data, enabling you to make informed decisions and optimize your strategies effectively.
👉 Unlock the Cemantica reports with the Enterprise package. If you want to know more, contact us at [email protected]
In this article we focus on the Journey Overview report.
Navigating to the Journey Overview report
You can access the Report by clicking on the Reports menu:
Filters in Journey Overview
At the top of the report, you'll find several key filters that allow you to customize the data displayed. These include:
Programs: Select specific programs to focus your analysis.
Journeys: Filter the data to view metrics related to specific customer journeys.
Personas: Analyze the data based on different customer personas.
By using these filters, you can narrow down the information to what's most relevant to your current focus.
Summary cards
Once you've applied your filters, the summary cards at the top of the report provide a quick overview of key metrics:
Touchpoints: The total number of touchpoints identified within the selected filters.
Opportunities: This card displays the number of opportunities identified.
Solutions: The number of solutions proposed or available.
Actions: Displays the number of actions taken or available.
Journey Overview components
The report also includes a variety of graphs and visualizations to help you understand the data in more detail:
Most Used Touchpoints: This bar graph shows the most frequently used touchpoints, such as email, social networks, mobile apps, phone calls, reviews and websites. This helps you understand which channels are most important in your customer interactions
Top 5 Gains: This section highlights the top 5 benefits or positive outcomes customers experience. A "Gains Word Cloud" visually represents the frequency of positive feedback keywords, like "comprehensive information", "ease of access," and "clear communication"
Top 5 Opportunities: This section identifies the top 5 areas for improvement. It could highlight things like "Expand Chatbot Capabilities" or "Improve Website Navigation"
Top 5 Pain Points: This highlights the top 5 issues or challenges customers face. A "Pain Points Word Cloud" displays the frequency of negative feedback keywords, such as "delayed responses", "information overload" and "long wait times"
Journey Maps By Status: This chart shows the distribution of journey maps by their current status (e.g., Research, Draft, Review & Validate, Published). This helps you track the progress of journey mapping initiatives
Top 10 Tags: This bar graph displays the most common tags associated with the data, such as "retail," "finance," and "banking." This can help you identify trends and patterns in the data
Top 10 Groups: This chart shows the most common groups associated with the data, such as "Service", "Product" and "Innovation"
Top 5 Solutions: It highlights the top 5 suggested solutions or improvements, such as "Enhanced Comparison Tool" and "Verified Review System"
Opportunity Analysis Matrix and Solution Analysis Matrix: The image is cut but these matrices typically plot opportunities and solutions based on factors like business value and complexity or level of effort
Opportunities/Solutions/Actions by Journey (Top 5): Bar graphs displaying the top 5 journeys with the most opportunities, solutions, and actions, respectively. This helps you identify which journeys have the most potential for improvement
Each graph is interactive, allowing you to click on data points and drill down for more granular information. This helps you understand the underlying details and context of the selected values.
By understanding these different components, you can effectively use the report to gain valuable insights and make data-driven decisions to improve customer experiences.
👉 You can export every report into PDF format for easy sharing and offline access.
Watch an overview of the Analytics Dashboard to help you summarize and analyze customer journeys and measure the bottom-line impact of your CX program (ROI) and gather key metrics of your initiatives, based on real-time data.