Main takeaways: Key tenants to establish a scalable Customer Journey management product - Capabilities & Org Culture Automating Anomaly Detection & Experience Personalization - Machine Learning & Decision frameworks The role of Customer Journey Analytics and AI

1. www.productschool.com
The Best Customer Service Experience by
PayPal Product Leader

2. CERTIFICATES
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5. Customer Journey Management
(Primer)
Landscape | Detecting Anomalies | Journey Analytics

6. Hello!
I am Pankaj Sarin
➢ I’m a Product Manager at PayPal.
➢ I manage complex enterprise and customer success products at
work!
➢ Payment Tokens, Blockchain, Musical instruments and Outer
space are my favorite topics!!!

7. ➢ Customer Journey Management | The Foundation
➢ Anomaly Detection
➢ Journey Orchestration
➢ Experience Personalization
➢ Journey Analytics
Agenda

8. Customer Journey Management
The Landscape

9. Customer Journey Management (CJM) | The Need
•
➢
•
Likelihood
to
Advocate
or Churn
CX
Personalization
Recontact
Reasons
Journey
Prediction

10. Sample Customer Journey Map
Awareness Onboard
Product/Service
Usage
Service
Experience
Retention
and Loyalty
Selects Plan
Selects BYOD
Activates Product Issue Discovery - NLP
Contacts IVR
Authenticates at IVR
Agent Interaction
New Offer Enrolments
Provides
Survey/Feedback
Marketing
Campaign
($10 Credit)
Accesses
Mobile App
Confirms Details
Accepts Terms
Persona: New User
Stage
Touchpoints
Channels

11. Key Elements Required to Build Best in Class Customer Journey Platform
Journey Optimization
(Experiment – Test Hypothesis)
Journey Orchestration
(Automate Decisions, AI/ML)
Journey Mapping
(Cross Channel Behavioral Maps)
Journey Discovery
(Enterprise events)
Prime Data Integration
(Identifying the best data sources)

12. How can you be successful in establishing a scalable
Customer Journey platform?
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➢
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13. Journey Orchestration
Anomaly Detection & Personalization

14. What is an Anomaly?
➢
➢

15. Top Ways To Detect Anomalies
Anomaly
Detection
Manual
Custom
Dashboards
Semi-Automated
Journey Tracking &
Simple Decisions
Completely
Automated
Journey Tracking &
ML Models

16. Defining Journey Orchestration
➢
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■

17. Customer Journey Personalization
User
Signs Up
Searches
How To
Pay
Attempts
Payment
Phone
Contact
Payment
Error
User Drops
Performs
Profile
Change
Successful
Payment
Agent
Transfer
Ideal State Journey
Journey Deviation
Journey Orchestration Decisions

18. Journey Analytics
Measuring Success & Experimenting More!!

19. The importance of Journey Analytics
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20. Thanks!

21. www.productschool.com
Part-time Product Management Training Courses
and
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