CX journeys
CX journeys enable a brand or company to illustrate the major stages their customers go through in engaging with their company across all touchpoints and better understand the customer's overall experience.
CX journeys consist of milestones, representing different stages at which the customers are as they move through the experience funnel. For example, a customer transitions from awareness to consideration, purchase, and retention.
Entry conditions are the entry point for each milestone and trigger the customer's transition from one milestone to the next in the CX Journey.
The customer's experiences within a certain milestone are managed through CX flows that events or activities can trigger.
Retail use case
Creating CX journeys and milestones
Business Case
A CX Journey represents the full lifecycle of a customer engagement with your brands, products, and services. A CX Journey contains a sequence of Milestones. A single Milestone is a stage during a CX Journey where you can group CX Flows that will be triggered only if the Milestone’s Entry criteria is met.
You can model as many CX Flows and Milestones as you need to design different timelines of customer engagement with your business.
Our scenario consists of having an Onboarding Journey for organizing our Flows according to the level of engagement maturity of our customers. The first Milestone will hold the Flows for registered customers and trigger only flows for customers containing an e-mail contact.
Solution Overview
To fulfill our use case, we’ll create a simple CX Journey called New Customer Onboarding Journey with a single Milestone called Registered Customers Milestone. We’ll add our Welcome New Customer Message Flow that was previously created.
The Entry condition for our Milestone will be customers containing primary email contact information.