Explore the Power of Interactive Moments: Use Cases
These use cases illustrate how forward thinking brands can use Interactive Moments to help unlock real-time personalization. Whether you're in retail, travel & hospitality, entertainment & media, financial services or beyond, these examples highlight how brands like yours can turn customer behavior into timely, relevant actions—setting new standards in personalized engagement, conversions, and loyalty. Your Zeta representative will work with you to explore and identify the best use cases to meet your goals.
Note that the below use cases can be achieved either by using the Moment templates and corresponding events, or by reacting directly to an incoming signal.
Retail
| Use Cases | Signal | Moment template | Customer Journey | ||
| Reminder emails or offers to encourage purchase completion | Add item to cart Replace the cart Remove item from cart Clear cart Purchase |
Cart abandon moment | Abandoned Cart Journey | ||
| Welcome email and onboarding to the brand offering & value prop | Signup | Welcome moment | Welcome Journey | ||
| Personalized recommendations based on browsing history | Browse category Browse product Add to cart |
Browse abandon moment | Abandoned Browse Journey | ||
| Coupon, Offer, Support for audiences who just browse and never purchase | Browse category Browse product Add to cart |
Browse abandon moment | Next Purchase Journey with personalised recommendations | ||
| Log signal for segmentation improvement | Purchase | Post purchase moment | Thank You & Order Delivery Journey | ||
| Care guide, next purchase incentive and additional data collection | Purchase | X purchase moment | Next Purchase Journey | ||
| Thank you email & localised information | Purchase | Post purchase moment | Next purchase journey | ||
| request feedback after a purchase was made or a item was returned | Purchase order return survey complete |
Post purchase moment | Feedback journey | ||
| Milestone celebration when first opening the app or when making a first purchase | Milestone | First open app moment | Milestone journey | ||
Travel and Hospitality
| Use Cases | Signals | Moment template | Customer Journey | ||
| Travel inspiration communications Existing deals and packages |
Browse category Browse product Add to checkout |
Browse abandon moment | Incentive Booking Journey | ||
| Booking reminder and offer expiry(if applicable) Destination inspiration |
Start booking Update booking complete booking |
Booking abandon moment | Abandoned Booking Journey | ||
| Program onboarding Education and value proposition |
Signup | Welcome moment | Program Welcome Journey | ||
| Brand onboarding Education and value proposition |
Signup | Welcome moment | Welcome/Onboarding Journey | ||
| Personalised itinerary with recommendations | Update booking | / | Countdown to Destination Journey (inspiration) | ||
| Survey and future travel discount offers | Start survey Update survey Complete survey |
Survey abandon moment | Survey journey | ||
| Location or destination inspiration and flash offers | Browse category Browse product Add to checkout |
Browse abandon moment | Browse abandon journey | ||
Entertainment and Media
| Use Cases | Signal | Moment template | Customer Journey | ||
| Reinforce value prop | Reinforce value prop | Upsell Journey | |||
Financial Services
| Use Cases | Signal | Moment template | Customer Journey | ||
| Request confirmation communications | Signup | Welcome | Welcome Onboarding Journey | ||
| Onboarding email with key benefits and next steps (card delivery, contract deliver etc.) | Signup | Welcome Journey and Account Onboarding Journey | |||
| Educate on the app features | install app Open app |
Welcome app moment First open app moment |
App onboarding and educational journey | ||
| Leverage this info for tailored recommendations & product offerings, information send via a survey with zero party data | Start survey Update survey Complete survey |
Survey abandon moment | zero party data journey | ||
| Insights into spending habits with tailored offers, spending milestones | Milestone | - | Educational journey | ||
| Relevant offer follow-up experience feedback to improve customer service & support | Customer service review Item review Complete survey |
- | Survey, NPS, experience journey | ||
Healthcare and wellness
| Use Cases | Signal | Moment template | Customer Journey | ||
| Contact customer support for clarifications & gets a FAQs reminder, phone follow-up & email follow up | Start survey/support form Update survey/support form Complete survey/support form |
Survey abandon moment | Feedback & survey journey | ||
| Fill out an online application or schedules an agent consultation, they want confirmation for next steps | Customer service review | / | Service next step journey | ||
| Review and sign policy agreements, confirmation of agreement and next steps | Signup | Welcome moment | Welcome & onboarding journey | ||
| App download for app onboarding | Install app Open app |
Welcome app moment First open app moment |
App onboarding & educational journey | ||
| Uses telemedicine or wellness programs included in the policy and wants to give feedback on them | Customer service review item review Complete survey |
/ | Feedback and experience journey | ||
| Browses higher/lower coverage plans - providing comparison follow up with existing plan | Browse category Browse product |
/ | Retention journey | ||
Telecom and subscription services
| Use Cases | Signal | Moment template | Customer Journey | ||
| Completes an online purchase or visits a store & the marketer want to send a thank you communication | Purchase | Post purchase moment | Educational journey | ||
| Activates SIM card/device - confirmation of action | Customer service review | Next action journey | |||
| App download for app onboarding | Install app Open app |
Welcome app moment
First open app moment |
App onboarding & educational journey | ||
| Sets up a service (Wi-Fi, mobile data, streaming app) | Customer service review
Item review Install/open app |
App onboarding survey | |||
| Request a service upgrade, downgrade, or contract change (real-time communication to retain or upsell) | Customer service review Item review | Cross-sell journey | |||
| Contacts support for service disruptions, billing issues, or device troubleshooting | Customer service review
Item review Complete survey |
Feedback journey | |||
| Initiates service cancellation for a retention offer and feedback survey | Cancellation | Goodbye moment | Retention journey | ||