Sunset Learning Institute, a Cisco Platinum Learning Partner, examined its own class registration process and found that while functional, it relied on reactive support when students missed communications. The proposed improvement is a proactive customer journey starting with SMS reminders sent via Webex Connect on the first day of class, including a direct meeting join link. Webex Connect is highlighted as a low-code CPaaS platform enabling multi-channel automation with CRM integrations and AI agent capabilities. The broader lesson is to start with a specific friction point, send fewer but better-timed messages, and build toward omnichannel orchestration incrementally.
Table of contents
Lessons from Sunset Learning’s own Proactive Customer Journey experienceThe problem: A registration experience that works but isn’t seamlessThe Proactive Customer Journey defined with a solutionWebex Connect to the rescue!Starting the journey simple: SMS remindersWhat this experience hopes to prove about proactive journeysBuilding toward more intelligent journeysSort: