Example

Splitting Process

Icon	Description
	Find the first Mobile interaction. Mark as end of journey.
	Move back to the first interaction on the full customer path. Mark as the start of the journey.
	Find next Mobile interaction. Mark as end of journey.
	Move back to end of previous journey. Mark interaction immediately after that as start of the next journey.
	Repeat steps 3 & 4 to the end of the journey.

Note:

Usage Notes

• A journey can be the length of a single interaction.

Results

In this example, you end up with seven customer journeys based on the specified filter criteria.

Suggested Scenarios

Use Case 1

Initial Question

I want to identify behavior that commonly leads to customers requiring assistance.

Query

discover journeys to interaction(channel="Assisted")

Analysis

• Shows what customers do before they transition to the Assisted channel.

  • The most frequent interaction prior to the assisted interaction is of most interest when trying to determine why customers requires assistance.
  • You may not be able to see where else customers go from the previous interaction unless they go through the Assisted channel at a later stage in the journey.

Use Case 2

Initial Question

I want to identify behavior that leads to customers purchasing our products.

Query

discover journeys to interaction(activity="Purchase")

Analysis

• Shows where customers start their purchase journey.
  • Only includes starting nodes for journeys that have a correlating purchase event.
  • Does not mean that all customers starting their journey on that node eventually purchased a product. Customers without a correlating purchase event are excluded from the results.