In this exercise, you’ll follow a script and complete some tasks on the website.
In this exercise, the goal is to have you walk through the customer journey and act like a real customer.
On this website, we’ve implemented Adobe Experience Platform. Every action is considered an experience event and is sent to Adobe Experience Platform in real-time, hydrating the Real-time Customer Profile.
In an earlier exercise, you started as an anonymous customer who was browsing the site, and after a couple of steps, you became a known customer.
Now, let’s see how the information in your profile can be used to impact the customer experience and a brand’s bottom line.
Go to to your Platform Demo website.
In the site’s menu, click on the 3 dots … and then select Call Center to go to the Call Center simulator.
You’ll see the phone number that you previously used when creating your account. Please ensure to have the namespace PHONE selected. Click the Search button.
You’ll now see the information that would ideally be displayed in the Call Center, so that the Call Center employees have all relevant information available immediately when speaking to a customer.
To simulate the end of a call with the call center, you should log the call by clicking on the Log a call button after which a popup window will open.
Make a random selection of the Call Topic and the Customer Feeling and click Save to provide Adobe Experience Platform with the information.
Every choice that you make on the Call Details - screen will have an impact on the Real-time Customer Profile with things like Churn Score or Product Recommendations being impacted by any interaction, which may be negative of positive. You can verify the impact by clicking the Search button again on the Call Center screen.
After clicking the Search button again, you’ll see a new experience event pop up on the Call Center Screen.
Next Step: Summary and benefits