Lorena Goertler:
Right. Let’s get started. For everyone who joined: thank you for being here. We’re excited to introduce our new Insights Hub.
If you have any questions, we’ll do Q&A at the end—you can type questions in the bottom bar during the presentation and we’ll answer them afterward.
We’re recording the meeting; if someone couldn’t join or you want to share it, we’ll send the recording around.
I’ll cover a few intro slides—what it is and what we’re doing—then hand off to Greg for a short demo. At the end I’ll walk through migration plans and additional resources.
So, what is the Journey Insights Hub? It’s our new analytics platform. As most of you know, we previously used another platform; now we’re moving to a leading embedded analytics platform. You’ll see a peek shortly. It’s a complete analytics suite with interactive dashboards: self-serve reports, email delivery options, new charts (with more coming).
Everything remains role-based. I’ll speak more about this later, but nothing you currently had in Looker is going away—you’ll get everything you had, plus more.
Benefits:
Make data-driven decisions: see your most/least popular locations, events, and staff—data that’s highly relevant to you.
Plan staffing and capacity, with insights into staff productivity.
Track conversions and lead times—everything you had before continues.
The big advantage: it’s integrated in Studio. No more switching between windows. Use your login (including SSO) and access analytics directly in Studio.
If you don’t typically log into Studio, there’s also a backdoor login via another website—so you’re covered. The tool is easy to understand; the UX/UI is better, there’s no complex technical language, and no coding required—safe for everyone to use and to build reports.
I’ll hand it over to Greg to demo what we’re doing.
Greg Mummah:
Awesome—thanks, Lorena. Hi, everyone. I’m Greg, head of sales engineering at Journey. I’ll do this in two steps:
First, a very brief look at the current Journey analytics solution—what many of you have (and a level-set for those who aren’t customers yet).
Then we’ll jump into a live demonstration of the new Insight Hub inside Journey Studio.
The idea is to bring common ground across the data our customers care about, then show how the new solution improves on it.
Many of you are used to top-level metrics: total bookings, year-over-year views, bookings by month, and so on. Good news: all the functionality you’ll see in the old solution is now—or soon will be—available in the new one. We’re currently in beta (Lorena will cover that), and as we demo you’ll see why we’re still polishing a few items.
We’ve helped you understand engagement: how bookings are made, by which channel, which branches/locations are busiest; most-engaged staff; and most-popular services. These are useful for staffing decisions—where to staff up or down. We also show engagement by type (in-person, virtual, phone), and we’ve added email appointment as a new category—all available in both old and new.
Queuing: you’ll see major improvements soon. Historically we provided basics—walk-in performance per queue/location, totals, etc. The new queuing dashboard includes much more. Same goes for Events—tickets sold, most popular events are translated over, with additional components coming.
Utilization remains key: which staff/locations are over- or under-utilized, so you can adjust staffing and scheduling.
Sharing data: In the old package, delivering data to stakeholders was more complicated than needed. In the new experience, we focused on simple sharing: secure web links, downloads, or email—typically in PDF or image format—so stakeholders get immediately usable outputs without picking from a long list of formats.
That’s the level set. Now let’s switch to Studio and walk through the Insight Hub.
At the top of my hierarchy (many of you use our hierarchical model), you might have HQ at the top, brands/divisions below, and within each, individual locations (in-person and virtual services). I’m at the top level now. As Lorena said, the tool is role-based: if I’m a store manager, I only see my store’s data across dashboards—data is segregated just like in our current platform.
A few controls up front: set the date range (week, month, year, or specific range). Sharing: secure link, download, or email in PDF/graphic formats.
Headquarters Dashboard:
Total appointments YTD and MTD; canceled appointment percentage YTD; year-over-year analysis (e.g., demo data for 2024 & 2025; a couple of bookings in Jan 2026).
Appointments by day of week (view this week or remove the filter to see trends across all Mondays, Tuesdays, etc.).
Most popular services by month (we’ll use Fine Jewelry and Engagement Rings as examples—test cases we’ve booked across the year).
Busiest locations (e.g., Boston and London in our demo), with a roll-up across services, events, and queuing.
How appointments were made: ~70% via website (Journey front-end), ~30% by staff, <1% via call center (your mix may differ).
Canceled bookings by service: see which services drive cancellations to identify where to improve.
Everything you see today is just the start—we’re replicating the old platform to avoid migration gaps. It’s now much easier to add new functionality in this embedded engine, so as part of the beta we welcome suggestions on data or views that would help you make better decisions.
Appointments Dashboard:
Roll-up stats for today (e.g., bookings, cancellations).
Average wait time and average duration (our demo shows inflated wait times from test sessions left open; you’ll see real-world averages in production).
Bookings by status (current week or full year).
Last 7 days: total bookings vs previous period, cancellations, days booked in advance (and how far in advance cancellations occur).
Most engaged staff (ranked); filter by staff, thresholds, etc.
Most booked services (ranked; also filterable).
Status breakdown across the org: not-yet-started, checked in, being seen, completed, no-show—helpful for understanding real-time load.
How appointments were made (website, staff, call center) and how they’re delivered (in-person, video, phone).
Heat maps: geographic view of bookings (color-coded density is in progress during beta) to analyze where bookings are heavy/light.
Add charts at the bottom; we’ll expand the catalog and ultimately let you add your own custom charts.
Queuing Dashboard:
This week’s metrics: total joins, leaves (with reasons captured in Studio), average wait (again, demo data inflates this).
Weekly stats (e.g., 8 total, 2 left), conversion to services.
Locations with most queue joins YTD; most popular service; most engaged staff (e.g., Gary with 11).
Status across queues: completed, checked in, in queue, being seen, leaves (may be too small to show in chart).
Most popular queues (unified queues that group multiple services, e.g., a bank’s Business Banking queue).
Events Dashboard:
Tickets/cancellations today.
Powerful table controls: filter/sort by columns; filter to a specific location (e.g., “Journey Boston”); toggle columns off if not used (e.g., reservations).
Weekly stats: tickets moved, cancellations, average advance booking time (e.g., 3 days), and average advance cancellation time.
Popularity: most popular events; most engaged staff (assigned staff get credit for tickets).
Booking channel mix (website, staff, call center) and attendance metrics (e.g., ~94% attended in demo).
Popularity by ticket sales (e.g., gemstones event leading). Use this to double down on hits and reconsider low-performers.
Works in progress (beta):
Staff capacity: how many staff hours are available per service/location/category (e.g., an engagement center with 603 hours capacity next week; capacity decreases as bookings fill).
Lead time to conversion (data forthcoming).
Revenue conversions (track financial outcomes from appointments/events; demo has free events so dollars aren’t shown yet).
Benefit by category (e.g., which event categories generate the most revenue).
Report Builder (creating custom views):
Access Report Builder → standardized list of reports.
Example views: events by type (e.g., engagements/wedding rings vs fine jewelry); remove a segment to see the rest update.
Bookings by location: standardized heat map by location (e.g., Journey Boston/London most events).
Build a custom view live:
Filter data to events only.
Choose an area chart showing events by location and by day of week.
Y-axis: service (event) name; X-axis: location (company name).
Add breakdown by appointment date/time → set to day of week for visual clarity.
Save/share the chart; when fully available, add to dashboards.
That’s the walkthrough of the new Insight Hub. I’ll hand it back to Lorena to close and cover migration.
Lorena Goertler:
Thanks, Greg. I’ve shared two links in chat: help docs and a feedback form—I’ll come back to those.
Migration & Access:
The new Insights Hub is a one-to-one with what you previously had—no dashboards or data are lost. If anything, you’re getting more on top.
Licensing mirrors the previous model:
Basics (out-of-the-box analytics in Studio) remains as is.
Essentials: all out-of-the-box dashboards Greg showed—same dashboards, fixed structure, with the “add chart” section at the bottom.
Plus: everything in Essentials plus the Report Builder.
Your license transfers at no additional cost. If you need to acquire or add licenses, contact your CSM.
Rollout:
We’re in beta through roughly mid-November. Let us know if you want to join. Feedback is crucial—unclear areas, additional data needed, graphs you’d like—tell us, and we’ll try to build them in before general release.
General availability is targeted toward the end of the year. If you need earlier access, contact your CSM.
Links shared:
Help docs (we’ll keep expanding; expect more videos—especially on Report Builder).
Feedback form (please use it, or email us directly).
Q&A highlight: If you log in at a child location, you will only see data for that location (role/location scoping applies).
If there are any other questions, let us know now—or follow up via email as you test or dig through it (beta customers especially). If you’d rather not use the feedback form, your CSMs and our team are happy to help directly.
Lorena Goertler:
That’s all from our end—thank you!
Greg Mummah:
Thanks, everyone. Have a wonderful day.