How to build customer journeys
Your product already knows when a user activates a feature, invites a teammate, or goes quiet for two weeks. A customer journey turns those signals into the right message at the right moment, automatically, without a new engineering ticket for every campaign. This guide covers what customer journeys are, how to build one node by node, how to choose a platform, and the patterns that hold up in production. It starts with the concept and goes deep into implementation, so you can arrive knowing nothing about customer journeys and leave ready to ship.
Highlights
- The concept: How event-driven journeys differ from campaigns and marketing automation, and why responding to behavior beats sending on a schedule.
- Building journeys: How to build a journey in Courier, from the four trigger types through branches, delays, send windows, data fetches, throttles, batches, AI nodes, experiments, and cancellation.
- Choosing a platform: What to look for in a journey platform, including API, CLI, and agent access, and how Courier fits as notification infrastructure with a visual builder.
- Patterns that work: Production blueprints for trial conversion, churn prevention, feature adoption, expansion, and enterprise onboarding, adapted for SaaS, healthcare, HR tech, and marketplaces.
Contents
