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Customer Journey Data

Customer Journey Data FAQ

Find answers to frequently asked questions about Journey Data Services.

anchorWhat is CJDS, Customer Journey Data Service?
anchor

Customer Journey Data service (CJDS) is a next-generation customer journey management service empowering organizations to go from Data to Insights to Action. CJDS enables businesses to capture customer journeys across any channels/application, identify insights and take real-time actions to provide an excellent customer experience.

anchorFor what target audience is CJDS most relevant?
anchor

Multiple stakeholders can leverage this platform, including customer experience/service, sales, operations, marketing strategists, and customer communication professionals, to visualize/map the entire customer journey and take real-time actions to make it more personalized, timely, and impactful. CJDS is currently API first, but the Cisco team is working to provide a low code/no-code visual experience in future releases.

anchorWhat is CDP? How is CJDS like/or interact with a CDP?
anchor

A customer data platform (CDP) is software that collects and unifies first-party customer data—from multiple sources— to build a single, coherent, complete view of each customer. CJDS can integrate with any data source, including a CDP, and act as a layer to identify, analyze, and orchestrate customer journeys. What differentiates CJDS from a CDP further is the ability to orchestrate and trigger actions in real-time – this is where our CJDS service stands out!

anchorWhat data security measures does CJDS have?
anchor

CJDS is a product built within Cisco and will meet all industry practices and regulatory requirements in its release version. In addition, we are currently targeting SOC2 certification and other specific compliance certifications based on geographical requirements.

anchorHow is CJDS different from campaign management or marketing automation tools? What is Cisco’s key differentiator?
anchor

CJDS can integrate multiple data sources, including marketing and campaign management tools, and act as an analytical/orchestration layer for the entire customer lifecycle. Our early adopters have used CJDS to empower their existing marketing and campaign management tools to orchestrate real-time actions.

anchorDo I need to migrate to leverage CJDS services and implementation?
anchor

CJDS fully integrates with the existing contact center, CRM solutions, and other platforms – both on-premises and in the cloud. In addition, CJDS offers multiple ways of collecting data from various touchpoints by leveraging API-level integration with other third-party services or preconfigured Cisco integrations (like with Webex Connect for digital channels, Webex Contact Center, etc.)

anchorHow long does CJDS take to implement?
anchor

The integration depends on several factors. For example, how many datapoints and touchpoints need to be integrated? What backend systems are in place? What contact center is currently in use and is it on-premises or in the cloud? The integration is currently completely API-driven and with that, CJDS can integrate with nearly and existing contact center, including collecting data and information from any channel and back-end applications. Some of these use cases may take days to integrate, other with more customizations require more effort – however, Cisco’s CJDS service is meant to simply integrate within any customer engagement workflow and easy to “connect”, “modify” and “customize” is one of the major key advantages of our service. Cisco recommends customers start with a journey that touches 2-3 channels with business rule logic of low to medium levels of complexity, which can be up and running with just a few weeks' work. However, the duration of the initial journey is often dependent on access to the customer's data, channel touchpoints, and subject matter experts.

anchorWhat CRM vendors does CJDS work with?
anchor

As of now, Cisco CJDS can integrate with any CRM platform by leveraging our existing and available APIs. However, in the next upcoming milestones of our roadmap, we will provide out-of-the-box integrations with major CRM platforms and services.

anchorWhat does CJDS cost, how can I purchase CJDS?
anchor

CJDS will be available with Contact Center Flex 3.0 offering. For more details, please review the offer details here - https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html

anchorIs there anything CJDS cannot integrate with?
anchor

We can integrate with any service (on-premises or cloud) that provides API capabilities or other mechanisms to collect data and information.

anchorHow will partner integrate CJDS and widgets into customer care environments for “their” customers?
anchor

We have the customer journey widget (omnichannel) publicly available on our GitHub repository. Any customer or partner can integrate their respective data sources (voice, digital channels, 3rd party tools) and plug this widget into their existing contact center solution to enable their workforce to see the entire customer journey and use these data points to provide a personalized, timely, and impactful experience to their customers

anchorHow does CJDS create customer profiles? And how are they different from the CRM customer profiles?
anchor

Customer Journeys are only as good as the context they capture, and with every journey there is a human customer profile that needs to be known, otherwise the context would be lost. Context can be built incrementally as the journey progresses, instead of at all once. While CRM may hold the bio essentials - it remains a static snapshot. Progressive profiles are much more than a static record profile that may be held in the CRM. These profiles are dynamic and living as they capture interests - intent and details over time. Context is a significant advantage to both agent and AI models in today’s setting. Consider for instance, an existing checking account customer who browses auto loans online before calling in for a routine service request for banking, this may provide an opportunity for a cross-sell while behind the scenes “ensemble routing” can override the IVR and route directly to connect with an agent who has auto loan quoting competency, in-addition to general servicing to make serendipity more likely.

  • What is CJDS, Customer Journey Data Service?
  • For what target audience is CJDS most relevant?
  • What is CDP? How is CJDS like/or interact with a CDP?
  • What data security measures does CJDS have?
  • How is CJDS different from campaign management or marketing automation tools? What is Cisco’s key differentiator?
  • Do I need to migrate to leverage CJDS services and implementation?
  • How long does CJDS take to implement?
  • What CRM vendors does CJDS work with?
  • What does CJDS cost, how can I purchase CJDS?
  • Is there anything CJDS cannot integrate with?
  • How will partner integrate CJDS and widgets into customer care environments for “their” customers?
  • How does CJDS create customer profiles? And how are they different from the CRM customer profiles?

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