---
title: Customer Care Journey - II
slug: vodafone-hands-on-lab/customer-care-journey-ii
docTags: 
createdAt: 2024-03-13T14:01:41.536Z
---

## 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](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:

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/zMlH9MABEblKksdzlFL9d_image.png)

A *Process flow* has been modelized; it's a sequence of Experience Events and it corresponds to a marketing funnel; the Experience Events are:

1. Lead Generation (event type = leadOperation.newLead)
2. Qualify Lead (leadOperation.qualify)
3. Develop Solution (leadOperation.develop)
4. Develop Proposal (leadOperation.propose)
5. Complete Process (leadOperation.close)



The goal of the exercise is to optimize the journey in order to tranform the lead into a purchase.