Customer Care Journey - II
Exercise
As a Business Practitioner, I want to continue to optimize the Customer Care journey created in the previous lesson; my goal is to manage the lead and move forward into the marketing funnel.
Learning Objectives
In this exercise, we will play with a Customer Care app (CxApp) to simulate a conversation between a visitor and a customer advisor.
Click on the link: https://dsn.adobe.com/cx2/citisignalholcxapp
Load a profile with an email address (for instance, the profile you have created in the previous exercise) to get this screen:
A Process flow has been modelized; it's a sequence of Experience Events and it corresponds to a marketing funnel; the Experience Events are:
- Lead Generation (event type = leadOperation.newLead)
- Qualify Lead (leadOperation.qualify)
- Develop Solution (leadOperation.develop)
- Develop Proposal (leadOperation.propose)
- Complete Process (leadOperation.close)
The goal of the exercise is to optimize the journey in order to tranform the lead into a purchase.