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Omnichannel analytics: the challenge of successfully integrating online and offline data sources

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Omnichannel analytics: the challenge of successfully integrating online and offline data sources

Despite the uncertainty and the sanitary measures that affect store capacity, the present is once again omnichannel . According to recent data from cell phone lookup by name free canada Signifyd , e-commerce sales in Europe fell by 54% in the second week of June, coinciding with the general opening of non-essential physical retail, forcibly closed as a result of the coronavirus crisis . Of course, online purchases were still 35% higher than those registered at the beginning of March, in the middle of the precovid period.Determining to what degree and what paths the customer follows until buying is the objective of omnichannel analytics , an area of ​​strategic importance to face a volatile and changing reality both online and offline.Data sources in the omnichannel analytics environmentApplying data science techniques to massive data analysis aims to go from understanding what is happening to diagnosing why it happened and inferring what trends are going to become reality . This evolution has a very complex background, where data engineers, developers, mathematicians and statisticians (data scientists) combine their knowledge to modulate and monitor the behavior of users whose purchasing habits have never been as numerous and varied as today .

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Already the first step, focused on descriptive analytics , is difficult for many companies to tackle. The omnichannel journey of users jumps between devices, channels and stages, spreading touchpoints between the web, physical gulf email list  stores and mobile. In addition, the digital environment continues to grow, something that makes it difficult to measure and attribution of conversions and limits the effectiveness of advertising campaigns .Therefore, to the increasingly demanded customization of the default channels in Google Analytics , is added the inclusion of other data sources outside this ecosystem , but essential to have an accurate X-ray of the entire omnichannel sales acquisition strategy. These are usually in the hands of the different systems that the company has such as, for example, CRMs , physical point of sale terminals ( POS, point of sales systems ), other systems that collect data in stores ( in -store data ) and even the programs that manage and control the flow of goods and stockin the company’s supply chain ( supply chain systems ).
Omnichannel analytics: how to articulate the data integration process
A roadmap to apply the omnichannel approach to your analytics efforts is useful:
Definition of objectives and selection of sources
What aspect of omnichannel analytics is a priority for the company? What is the goal to achieve after applying this new approach? Maybe optimize the distribution of the budget between paid actions ? Or determine in which locations to promote click-to-brick campaigns ? Knowing it will be of great help to identify which data sources to use , prioritize them and, in addition, define what subsequent treatment will have to be carried out.

. Collection and consolidation of data
Despite the complexity that underlies the crossing of data from different systems with little relation to each other, the great difficulty that companies face is the collection and classification of the data itself . The lakes data play a key role here. In this sense, the grouping of information in different data sets and the definition of a labeling scheme with metadata allow to structure and simplify the exploitation of information in a uniform way Classification and treatment of data
Integrating offline data sources into the attribution model enables more precise marketing tactics to be designedTo classify the data obtained from the different sources, it is necessary to identify those actions that indicate a change of stage in the user’s conversion funnel . We can infer when you are from the information that, in the case of omnichannel analytics, will include online and offline events . For example, it is possible to determine that you are interested in the purchase when the number of sessions and page views grows, or when the subscription to the newsletter or the installation of the app occurs. But there are also offline events that give us clues, such as its location or if it is connected to the Wi-Fi network of the shopping center or store, among others. An important point here is how to identify the user correctly to stop reminding them that they have products in the e-commerce cart when they have already bought them in the physical store. To do this, you have to build a full omnichannel analytics context. In this sense, the use of a powerful loyalty program is a great advantage, since it allows assigning an identifying ID to each client, thus eliminating online-offline barriers and greatly reducing the margin of error Adjustment of marketing techniques depending on the moment in which the user isThe information provided by the attribution models developed from an omnichannel point of view is essential to adapt the advertising strategy and, based on the triggers , favor the user’s progress towards conversion . This can also be complemented by offline actions , such as instructing store clerks to encourage customers to download the application or to go online to get discount coupons.Insufficient or poorly processed data, even if analyzed by the best artificial intelligence algorithms , provide biased and ineffective conclusions. The models include Omnichannel advanced attribution information are an excellent starting point for optimizing the marketing strategy and achieve impact the user with the right message at the right time .

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