Jesús Barrasa, Neo4j

1. Graph-Based Customer Journey
Analytics with Neo4j
27th September, 2018

2. Jesús Barrasa
Director Telco Solutions at Neo4j
jesus.barrasa@neo4j.com
@barrasaDV
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3. ➔ What is CJA
➔ Business value and what can
graphs add to it
➔ Active CJM with Neo4j

4. What is CJA?
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5. Exclusive focus on individual interactions misses
the big picture

6. Why is it CJA important?
Because customers…
have an improved opinion of businesses
that remember previous interactions
with them
value presonalised and relevant
information
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7. Why is it CJA important?
Because organisations…
want to give managers an overview of the
customer’s experience
want to uncover and solve gaps between
channels, departments, devices... bringing
significant business value
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8. Three recurring concepts:
➔ CUSTOMER
➔ TIME
➔ MULTICHANNEL

9. Stringing beads

10. The tool: Customer Journey Maps
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11. “ Journey maps are based largely on the
assumption that customer experience is
unchanging and controllable, and thus can be
captured as a standardised process. But a
customer’s journey isn’t a simple and finite series
of steps: it’s a complex and sometimes
contradictory set of interactions over multiple
channels. Map that! ”
Jonathan Browne. Forrester Research
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12. Property Graph Model
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Capture Complexity
Allow Flexibility
High Performance
Whiteboard friendly
Rich, Dynamic, human
friendly Graph Model
on a Native Graph
Platform
Customer Needs...
Neo4j - The worlds leading Graph Platform

13. ActiveCJM on Neo4j
➔ Visualisable
➔ Flexible & Dynamic
➔ Agile
➔ Actionable
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14. CJA Methodology
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Identification of key milestones in
relevant journeys
JOURNEY DISCOVERY/DESIGN
Identifying & connecting relevant
data sources
DATA COLLECTION
Construction of automated DD
integrations.
-> Next best action, Notifications,
Recommendations, etc
BUILD AUTOMATED
INTERACTIONS

15. Demo
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16. Conclusions
➔ Graph → efficient / flexible / expressive
representation of customer journey
➔ Neo4j platform gives you a head start
➔ Are you ready to build your Active CJM on
Neo4j?

17. What next?
1. Go to neo4j.com and download our graph
platform.
2. Read Adam Cowley’s blogpost on building an
ACJM on Neo4j from google analytics data
https://www.adamcowley.co.uk/neo4j/importing-google-analytics-to-neo4j-via-bigquery-using-apoc-jdbc/
3. Join our online community site to get help and
share your experience
https://community.neo4j.com/
4. Reach out to us for licensing info and best
practices on building an ACJM with Neo4j

18. Thanks!
https://neo4j.com/contact-us/
https://community.neo4j.com/