Overview

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Learn to optimize and automate customer journeys for maximum efficiency and higher conversion rates. You'll start by diagnosing journey drop-offs using Excel Copilot to analyze multi-channel interaction data and Power BI to visualize funnel leaks for stakeholders. This diagnostic foundation helps you pinpoint exactly where customers abandon before implementing fixes. Beyond basic triggers, you'll configure advanced lead nurturing rules that automatically move inactive contacts through specialized requalification workflows. This approach saves significant manual effort while effectively reactivating your sales pipeline. To further drive revenue, you’ll utilize Copilot’s Next-Best-Action recommendations to generate personalized upsell offers tailored to individual customer behaviors. By the end of this session, you'll be able to evaluate total optimization ROI through rigorous holdout tests. You'll learn to translate these analytics into clear reports to communicate measurable gains and strategic value to key stakeholders.

Syllabus

Drop-Off Diagnosis: Analyze Funnel Data with Excel Copilot

Learn to transform raw journey interaction data into actionable insights using Excel Copilot. You'll use natural-language prompts to parse timestamps, segment audiences, and build a conversion matrix that reveals exactly where customers abandon your journey.

Drop-Off Diagnosis: Visualize and Present Funnel Insights in Power BI

Transform your conversion matrix into a compelling visual story using Power BI. You'll build a funnel chart that makes drop-offs immediately visible, then use AI Copilot to generate executive-ready text that explains the data.

Automate Nurturing: Configure Auto-Requalification Rules

Learn to create dynamic segments that identify inactive leads and configure automated journey enrollment that triggers nurturing without manual intervention. Automation complements sales and marketing judgment rather than replacing it—the system handles routine identification while your team focuses on strategy and exceptions.

Automate Nurturing: Evaluate Automation ROI

Learn to measure automation ROI by quantifying time savings, tracking reactivation outcomes, and presenting a compelling business case for expanded automation investment.

Boost Conversions: Generate AI-Powered Upsell Offers

Learn to access and apply Copilot's Next-Best-Action recommendations to generate personalized upsell offers, embedding AI-driven content into your customer journeys.

Boost Conversions: Measure Uplift with Holdout Testing

Learn to design and analyze holdout tests that measure true AI recommendation uplift by comparing treatment and control groups, then report on conversion lift and cost-per-acquisition impact.

Project Module: Journey Optimization & Automation

Apply your journey optimization and automation skills to create a comprehensive optimization report. You will document your optimization initiatives, quantify their impact through rigorous measurement, and present a strategic roadmap for continued improvement to stakeholders. This is a synthesis and storytelling exercise; you are assembling and presenting your existing work or provided samples, not recreating analysis from scratch. If you're missing outputs from existing work or provided samples, placeholder or summarized data is acceptable as long as it's plausible and well-justified.