One customer journey across every touchpoint — at every location
Join calls, foot traffic, POS, web, email, and reviews into one per-customer journey per location — with HIPAA, GDPR, and CCPA rules applied where they need to be.
The problem
A patient at your 80-location dental brand starts on Google searching dentist near me. She clicks the Denver location page, downloads a coupon, calls the call-tracking number two days later, walks into the Denver office a week after that, pays $400 at the Square POS, and leaves a Google review three days after. Six touchpoints. Five systems. None of them know they were all the same patient. Adobe Customer Journey Analytics quoted $250,000 a year. Segment charges per monthly tracked user and the bill for an 80-location brand lands in the mid six figures. LiveRamp's identity graph runs $80,000+. mParticle starts at $25,000 a year. The in-house path is a Snowflake plus dbt plus Hightouch stack — $130,000 to $220,000 per data engineer plus six to twelve weeks to build the initial identity graph plus ongoing maintenance. Manual stitching in Excel works for 1,000 customers and falls apart past that. Regulated verticals add another layer: dental HIPAA, California CCPA, EU GDPR all need policy-aware identity resolution.
What success looks like
Every touchpoint joins to one customer record per location. The patient who searched, clicked, downloaded, called, walked in, paid, and reviewed is one row in your system, with the journey visible from start to finish. Portfolio operators running multiple brands can see when the same customer visited Brand A then Brand B. HIPAA-regulated brands gate patient identity resolution to HIPAA-compliant scope. EU customers route through GDPR policy. California customers route through CCPA. Every identity decision — was this the same person? was this a deterministic match or a probabilistic one? what was the confidence? — is preserved with the timestamp, the matching signal, and the confidence score, so when a regulator or privacy lead asks how two records got merged, the answer is on file.
How most operators solve this today
Six categories handle this. Most of them work fine for brand-level analysis. None are built for multi-location, per-location customer journeys.
Customer data platforms (Segment, mParticle, Tealium, Adobe Real-Time CDP, Salesforce CDC, Treasure Data, ActionIQ, Lytics, BlueConic)
$120 per month to $500,000+ per year
Identity resolution and event stitching at enterprise scale. Heavy implementation. Not built around multi-location operators.
Customer journey analytics (Adobe Customer Journey Analytics, Datorama, Pointillist, Heap, Amplitude, Mixpanel)
$25 per month to $300,000+ per year
Brand-level journey analysis. Per-location offline touchpoints are not first-class.
Multi-touch attribution and MMM (Rockerbox, Northbeam, Triple Whale, Nielsen MMM, Analytic Partners, Marketing Evolution)
$100 per month to $500,000+ per year
Channel-level attribution focus. Identity resolution is secondary.
Identity resolution vendors (LiveRamp, Acxiom, Experian, Neustar, Epsilon, Tapad, ID5, Habu)
$1,000 per month to $500,000+ per year
Deterministic and probabilistic identity resolution at brand level. Enterprise-priced. No per-location journey stitching.
In-house data engineering (Snowflake plus dbt plus Hightouch or Census)
$130,000 to $220,000 per engineer per year, plus six to twelve weeks for initial build
Custom pipelines that need ongoing maintenance. Not turn-key.
Build it in-house
Free plus eight to sixteen hours per month per location
Excel and VLOOKUP work for 1,000 customers and three sources. Falls apart past that.
What changes when this is an agent skill
Every touchpoint — web visit, email open, paid ad click, call, foot-traffic visit, POS receipt, review, CRM update — joins to the same customer record per location. The deterministic matches (same email, same phone number, same loyalty ID) lock in first. The probabilistic matches (likely-same person based on multiple weaker signals) get a confidence score and an audit trail. Portfolio operators running multiple brands see customers who cross brand boundaries automatically. HIPAA-regulated brands gate identity resolution to HIPAA-compliant scope. EU customers route through GDPR policy. California customers route through CCPA. Every match decision is preserved with the signals used, the confidence score, and the timestamp. When an identity stitch fails — orphan touchpoints, conflicting matches — it routes to your data ops team for review. Segment, mParticle, and LiveRamp stay useful for enterprise CDP and identity graph work at the brand level. Adobe CJA and Datorama stay useful for brand-level journey analytics. This sits at the per-location, per-franchisee layer that the rest do not cover.
Agents that include this skill
Skills live inside agent rentals. To get this skill in production, hire any of the agents below — context-tuning at onboarding is included in the first month.
Offline Attribution Intelligence Agent
Surface-as-foundation hybrid — answers which marketing dollar generated which revenue dollar at which store.
FAQ
- How is this different from Segment, mParticle, or Adobe CDP?
- Those are excellent enterprise customer data platforms at $25,000 to $500,000+ a year with heavy implementations. This is built for multi-location operators (10 to 300+ locations) without that overhead.
- How is this different from Adobe CJA or Datorama?
- Those run brand-level journey analysis. This runs per-location with the offline touchpoints (calls, foot traffic, POS) joined in alongside the digital ones.
- How is this different from LiveRamp or Acxiom?
- Those are brand-level identity resolution vendors. This is per-location journey stitching for operators with locations spread across many markets.
- How is this different from Rockerbox or Northbeam attribution?
- Those are attribution platforms. They depend on the underlying identity resolution to know which touchpoints belong to the same customer. This is that underlying layer.
- Which touchpoints get joined?
- Web visits, email opens and clicks (Klaviyo, Mailchimp, others), inbound calls, foot-traffic visits, POS receipts, reviews, CRM updates. New touchpoint types can be added.
- How does HIPAA, GDPR, or CCPA scoping work?
- The compliance rule for each jurisdiction is configured once. Patient identity resolution stays inside HIPAA-compliant scope automatically. EU customers route through GDPR. California customers route through CCPA.
- What if two records were merged and someone wants to challenge it?
- Every match decision is preserved with the matching signals, the confidence score, and the timestamp. You can show exactly why two records were merged and reverse the merge if needed.