Customer journey insights
As soon as your customer journey starts running, it begins to generate and collect information about where your contacts are in the journey. It also shows they've interacted with various elements such as emails, pages, and events. Customer Insights - Journeys provides valuable information, including analytics, KPIs, graphs, and more. All of these items are designed to help you gain insights from your marketing results. Customer journey insights are available only if they are (or have been) live.
To view customer journey insights, go to Marketing > Marketing execution > Customer journeys and select a journey. Journeys show some insights on the Designer tab and others on the Insights tab.
Note
There might be some delay once a customer journey is running before the insights become available.
Important
When a customer journey specifically targets a subscription list, any contact that unsubscribes from that list by using a subscription center will automatically be removed from that journey within about 24 hours, even if they're already partway through it. However, if a Dynamics 365 user removes a contact from the list manually by using the Dynamics 365 interface, that contact will continue to be processed by any journeys they're already in and may continue to receive messages until all active journeys are complete. For this reason, it's usually best to request all contacts manage their own subscriptions by using the subscription center.
Designer tab insights
The designer tab is a read-only version of your journey pipeline. It looks as it did when you were designing the journey, but now it presents results and doesn't include a toolbox or editing controls. On each tile on the right side, you can see an overview of how contacts flowed through that tile, as shown in the following illustration. By inspecting these values, you can get a quick overview of how your various contacts flowed through the structure, which path they chose, and which problems they may have had. (Each KPI also is shown in the Data panel when a tile is selected.) For more information about what insights and analytics are shown in the designer tab, see Designer insights and View milestones in the customer journey life cycle.
Insights tab insight overview
The customer journey insights tab provides a basic overview of your selected customer journey in a pie graph form of delivered and blocked emails. It then divides your customer journey marketing content into sections where you can view basic email results and an estimate of how many contacts interacted with the emails and marketing pages used by this journey over time. For more information about what insights are included on the insights tab of a customer journey, see Insights Overview
Insights tab incomplete journeys
When analyzing the results of a customer journey, one of the most important things to find out is whether all your messages were delivered as expected. The Incomplete journeys tab shows you each reason why a contact might fail to complete the journey and lists each contact that falls into each of these categories for the current journey. For more information about the analytics related to incomplete journeys and the different reasons a journey stopped, see Incomplete journeys.
Generate dynamic behavioral segments from customer journey results
After going live with a customer journey, you'll be able to monitor the progress of contacts through the journey pipeline. You can use many of these results to automatically generate behavioral segments that find all contacts that are being counted by a given result. This action provides a handy way to find all contacts that did certain things in a particular journey and generate a segment. For example, you may want to create a segment of contacts that opened a specific email message in your customer journey so you can use this segment in another customer journey. Dynamics 365 Customer Insights - Journeys can do this easily for you. You can also create a dynamics segment in the app that you can use. Because behavioral segments are dynamic, they'll continue to grow as the journey processes more contacts.
For more information, see Customer journey insights.