Products & Solutions / Customer Experience Analytics

SAS® for Customer Experience Analytics

Integrate online customer behavior data with offline data for better decision making

SAS for Customer Experience Analytics provides an immediate and complete picture of your customers by capturing every Web site interaction, transforming those interactions into customer-centric knowledge and integrating them with other channel views. This approach allows organizations to more effectively understand, model and, ultimately, market to these same customers.

Benefits

  • Gain a complete, unified view of the customer.
  • Improve your multichannel contact strategy.
  • Reduce cost of ownership.
  • Gain better insights, achieve better marketing performance.

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Features

  • Open data model for integration of offline and online data
  • Post-data-collection contextualization/business rules
  • Self-service data analysis
  • OLAP access, visualization and manipulation
  • Built-in predictive models, forecasting and goal-seeking routines
  • Dynamic data collection
  • Decision support administration

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Graphical, ad hoc reports quickly show campaigns results.


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How SAS® Is Different

SAS for Customer Experience Analytics translates Web events into business context, enabling you to understand how well the online experience is working from your customer's perspective.

  • A dynamic collection technology avoids Web analytics tagging, enabling rapid development. This is significantly different from the approach traditional Web analytics products take, which requires extensive modifications to the website to collect data through techniques such as "tagging."
  • The data captured is transformed into business-, process- and customer-focused data. All website activity is linked back to a customer entity, which is associated with your promotional, demographic and purchase-based information to provide a complete picture of the customer that goes beyond traditional Web analytics products, which typically present information in terms of technology, such as page hits.

Benefits

  • Gain a complete, unified view of the customer. The solution captures the complete online behavior of customers at a detailed level in a customer experience data model that can be integrated with existing offline customer data sources. By combining these typically disparate data sources, SAS gives you a complete view of the customer, providing insight that can lead to more relevant offers and more efficient use of marketing resources.
  • Improve your multichannel contact strategy. The solution captures the wealth of information that customers leave on your site – revealing buying plans, significant life changes, etc. – and effectively integrates it with a library of personalized offers ready for presentation at the right moment, thus leading to a much improved customer experience.
  • Reduce cost of ownership. A single line of HTML code within the Web page supports the dynamic collection of complete, detailed, accurate customer interaction data without heavy tagging overhead. Changes to the page design are accounted for automatically during data capture, eliminating the need to continually re-tag the page. Because you have all the detailed data, you can reinterpret its meaning and change your analysis without having to recapture new data. As a result, implementation can take as little as a few hours, while maintenance costs will be far less than data captured through traditional tagging methods.
  • Gain better insights, achieve better marketing performance. Prebuilt, proven predictive models give marketers a forward-looking view of campaigns. These analytic models help you understand the most significant business drivers, forecast how these drivers and business measures will perform in the future and run goal-seeking routines to determine the optimal levels needed for each business driver – without using a statistician.

Features

Open data model for integration of offline and online data
  • Stores data in a customer-centric, open data model.
  • Translates technical online data into business-relevant information.
  • Integrates the online customer data with existing customer data.
Post-data-collection contextualization/business rules
  • Uses parameterized business rules to allow for quick and easy adjustments with website changes – even retrospectively.
  • Uses captured data immediately for reporting and further in-depth analysis.
Self-service data analysis
  • Intuitive wizards provide access to SAS capabilities – from basic reporting to complex analyses.
  • Results can be delivered in HTML, RTF, text and/or PDF form. Most results also can be output as SAS data sets for further analysis with other tasks.
  • An intuitive process-flow diagram facility allows users to organize, view and maintain their projects visually.
  • Easily extend the range of business problems that can be solved quickly with the development and deployment of custom tasks that appear alongside the core product functionality.
OLAP access, visualization and manipulation
  • Supports drilling, slicing and pivoting as needed to explore the information, as well as the ability to drill through to the underlying detailed data.
  • Calculation support includes: simple calculations, count analysis, relative contribution analysis and custom calculations (e.g., time series analysis).
  • Specific views on multidimensional information can be saved as bookmarks for easy reuse.
  • Allows for slices from multidimensional information to be surfaced to other analytical SAS procedures for advanced analysis, including use in data mining procedures.
Built-in predictive models, forecasting and goal-seeking routines
  • View easy-to-understand predictive models for each business goal.
  • Customize goal-seeking routines that display what adjustments of a driver will deliver the desired increase or decrease in the target business goal.
  • Forecast each business goal to enable forward-looking trends and expected outcomes.
Dynamic data collection
  • Use a single line of HTML to efficiently collect all data from a page.
  • Capture data exactly as it is seen in the browser window.
  • Record virtually every action happening on a Web page.
  • Collect data with a system that is compatible with any type of website configuration.
  • Protect sensitive data using industry-standard encryption techniques.
Decision support administration
  • Centrally administer users and manage access to reports and data.
  • Set security on individual data and reports.
  • Use a single point of control for all business data descriptions.
  • Define authentication infrastructure (host, LDAP or Active Directory).

Screenshots

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Easily create, deploy and view interactive graphical dashboards.

SAS for Customer Experience Analytics allows users to easily create, deploy and view interactive graphical dashboards providing timely information on business goals and key performance indicators.

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Graphical, ad hoc reports quickly show campaigns results.

SAS for Customer Experience Analytics features graphical, ad hoc reporting capabilities. This screenshot shows how different campaigns drive the acquisition and retention of customers.

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Evaluate Web campaign effectiveness.

This screenshot shows a campaign effectiveness report produced from SAS for Customer Experience Analytics.  This specific report is showing channel delivery metrics, session count and duration, and page view and click statistics.

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Explore browser data on your site.

This screenshot shows which browsers are most commonly used to view pages on a Web site.

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Explore searches that drive traffic to your site.

This screenshot shows an external search report with search engine keywords and session data.

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Ready to learn more?

Call us at 01628 486 933 (UK) or request more information.