FROM FIRST

A FROM FIRST Splits the journey only on the very first occurrence of the starting context you specify in your query.

Example

TB - from first query

Splitting Process

StepDescription
TB - Badge 1Find the first Web interaction. Mark that as the start of the journey.
TB - Badge 2Mark the last interaction on the full customer path, as the end of the journey.
Note:

Usage Notes

  • FROM FIRST only ever returns a single journey.
  • A journey can be the length of a single interaction

TB - from first example

Results

In this example, you end up with a single customer journey based on the specified filter criteria.

Use Case 1

Initial Question

What other products have customers shown interest in, after learning about a new product for the first time?

Query

FilterQuery Parameters
FROM FIRSTProposition = New Product
discover journeys from first interaction(proposition="new product")

Analysis

  • Do customers purchase the new product or do they end up purchasing, another, different product?
  • Where in the journey do customers switch to a different product?
  • Where in the journey do customers get stuck?

Use Case 2

Initial Question

What is the most common issue that causes customers to contact an assisted channel for the first time and which issue seems to be resolved most effectively?

Query

FilterQuery Parameters
FROM FIRSTChannel = Assisted
discover journeys from first interaction(channel="assisted")

Analysis

  • Identify the start of the assisted journey and clarify which activity type is associated with that first assisted interaction:
    • Which products are most commonly associated with that activity type?
    • Are there return flows to that activity type, indicating that there are repeat calls about the same issue?
  • Identify the most common re-engagements after the assisted interaction.
    • Do customers progress or regress along the journey?
    • Is the assisted interaction associated with multiple dormant periods; do customers take a long time to re-engage after contacting the assisted channel?

Use Case 3

Initial Question

Which Action results in the first positive response from customers and how do those customers behave after responding?

Query

FilterQuery Parameters
FROM FIRSTAction Response = Positive
discover journeys from first action(response="Positive")

Analysis

  • Does the positive response correlate to other positive engagement behavior?
  • How do customers react to other Actions, presented after the first positive response?