This is the experience you're about to build. Put yourself in the customer's shoes for a moment: the purchase is done, the order is on its way to the store — and Luma has a precise window to engage at the right moment, with the right message.

Over the next exercises you'll create this end to end with CX Coworker. First you'll analyse how customers actually buy, to understand why this pickup moment is worth investing in. Then you'll build the audience and orchestrate the journey that delivers the experience you're about to preview.

You are preparing to pick up your yoga mat. Two days before the order arrives at the store, you receive an email from Luma with delivery details and personalized content about additional services.

The body of the email is personalised with the order details

At the bottom of the email, you will find two cards highlighting additional services.

If you don't collect your order within 3 days of it arriving, Luma's call center reaches out to make sure everything is fine.

Now you've seen what the customer experience is, this is what you need to configure to enable that experience with Adobe Experience Platform.



As a marketer, you want to maximize engagement during high-intent moments - when a customer is actively expecting an interaction from your brand. With AEP and Adobe Journey Optimizer, you can trigger timely, personalized communications based on real-time delivery data, turning a logistical touchpoint into a commercial opportunity that drives additional purchases and strengthens customer loyalty.