Luma Retail Dashboard Panels

This panel includes KPIs around people engagement, conversions, and revenue; along with session overlap and page level errors, etc.

Assuming, marketing campaigns, orchestrated over external channels like Facebook, Display, etc. have UTM / tracking parameters to capture customer interaction details in Experience Platform. This may include third-party data as well.

This panel will allow businesses to understand conversions and revenue due to customer engagement across various channels and products. We can highlight conversion overlap, errors on which page is leading to a large amount of call-center interactions, and what action the customer performed before reaching out to call-center.

This panel allows us to filter engagement summaries by profile attributes like gender, loyalty level, and product categories.

Along with the Journey Optimizer panel, this panel allows you to focus on conversion and revenue through various marketing channels. This panel includes customer journey flow starting from the marketing campaign in Journey Optimizer to various interaction channels, finishing with personalized experience on external channels.

This panel focuses on the analysis of customer engagement over call center, which will allow you to show call trends by category, sessions over the web, mobile, store visits to call center discussions. We have included various visualizations to show the value and rate of change over call-center dial-ins, average call duration and cost over quarter, and session overlaps from the web, mobile, and store visits to call-center as well as activities performed by customers before dialing to call-center.

We can show metrics for customers dial-in with a grievance and the percentage of those customers converging post discussion. We can show call-center performance by considering the number of calls and average cost by call duration, bucketed as less than 10 minutes, 10 to 15 minutes, and more than 15 minutes - along with call grievance resolution satisfaction, rated as less than 5, 5 to 8 and greater than 8.

ℹ️ Call duration bucket: <10 minutes, 10 - 15 minutes, and >15 minutes

ℹ️ Call satisfaction rating bucket: <5, 5 - 8, and >8

This panel focuses on data available related to store visits or interactions. It includes trends over store visits, conversions, and revenue generated at retail stores. Along with that,t the panel includes top-performing stores by visits and revenue. It also enables you to show customer interactions and post store visits and campaigns, encouraging customers to visit the store. We can also show the volume of customers leaving the store without a purchase and later engage via call center discussion and marketing campaigns.