CX Journey: Welcome/Signup Rewards
Overview
This guide walks you through configuring a Customer Journey in CX Builder to automatically issue a voucher, loyalty points, or Xcard Credit to a customer upon successful membership signup; applicable for both Loyalty App and Lite App deployments.
Welcome/Signup Rewards
Use Case: Instantly reward a customer the moment they sign up to your loyalty program to drive their first purchase.
Why This Journey Matters
First impressions in loyalty programs are everything. The moment a customer decides to sign up is the peak of their intent, they've already shown interest in your brand and are actively choosing to build a relationship with it. If that moment is met with silence, you've missed the single highest-converting touchpoint in the entire customer lifecycle.
This journey is designed to strike while the iron is hot. By immediately issuing a voucher and sending a welcome email the instant someone signs up, you turn registration from a passive data collection exercise into an active engagement event. The customer feels rewarded for joining, and the voucher gives them a concrete reason to return and make their first purchase sooner rather than later.
At scale, this journey removes the need for your team to manually track new signups and send individual welcome communications, every new member receives the same warm, consistent experience automatically.
Journey Flow
1. Wait Event — Customer Sign Up
The journey begins the moment a customer completes their registration in the loyalty program. The system listens for this signup event as the entry trigger before any action is taken.
2. Trigger Action — Issue Loyalty Voucher
Once the signup is confirmed, the system immediately issues a welcome voucher to the customer's account. This is the first tangible benefit the customer receives from joining, and it is specifically designed to incentivize their first purchase. Configure the voucher with a clear value, a short validity window (7–14 days), and optionally a minimum spend threshold to protect margin.
3. Trigger Action — Send Welcome Email
Immediately after the voucher is issued, an automated welcome email is dispatched to the new member. This email confirms their successful signup, introduces the loyalty program's core benefits, and prominently displays the welcome voucher.
4. End Journey
The automated flow concludes after the welcome email is sent. The End Journey node cleanly closes this enrollment, allowing the customer to be entered into other downstream journeys such as a first-purchase nurture flow or a birthday reward journey without conflict.
Flow Summary
| Step | Node Type | Action | Purpose |
|---|---|---|---|
| 1 | Wait Event | Customer Sign Up in Loyalty | Trigger entry at the highest-intent moment |
| 2 | Trigger Action | Issue Loyalty Voucher | Deliver immediate, tangible reward |
| 3 | Trigger Action | Send Welcome Email | Confirm signup, communicate benefits, drive first purchase |
| 4 | End Journey | — | Close enrollment cleanly for downstream journeys |
Step-by-Step Guide (Without sending email)
Prerequisites
- Access to the Xilnex Portal (portal.xilnex.com)
- A pre-configured voucher catalogue (required only if issuing vouchers)
- Tiering/Lifetime Points setup awareness (required only if issuing points with tier sync)
Step 1: Create a New Customer Journey
- Log in to the Xilnex Portal.
- Navigate to Customer Engagement → Customer Engagement Platform → Customer Journey (CX Builder).
- Click New to initiate a new journey.
- Complete the following fields:
Field Value Journey Name (e.g., "Welcome Reward — Signup") Description (brief description of the journey's purpose) Journey Status Active Start Date Set the intended start date Customer Type Leave blank - Click Next to proceed.
Step 2: Configure the Wait Event (Signup Trigger)
- Select "Start with Wait Event" as the journey path type.
- Fill in the Wait Event Name, then select the appropriate Wait Event Type based on your signup channel:
Signup Channel Wait Event Type to Select Loyalty App (via Xilnex Loyalty API) Customer Signup in Loyalty App Portal / POS / CoreAPI Customer Signup in Xilnex Platform - Leave Customer Type blank.
- Click Add to save the Wait Event.
Step 3: Add a System Trigger Action (Auto-Reward)
- The Trigger Action defines what reward is automatically issued once the Wait Event condition is met.
- Select the ✅ (checkmark) button on the Wait Event node, then click System Trigger Action.
- Enter an Action Name and select one of the following Action Types:
Option A - Issue Voucher
Option B - Issue Loyalty Points
Option C - Issue XCard Credit
Option A - Issue Voucher
1. Select Action Type: Issue Voucher.
2. Choose the voucher from the Voucher Catalogue.
3. Click Add. The Trigger Action is now created.
Option B - Issue Loyalty Points
- Select Action Type: Issue Customer Accumulated Point.
- Configure the following:
Field Recommendation Expiry Day Leave blank (non-expiry) Advanced Expiry Date Leave blank Outlet Leave blank Remarks "Welcome Rewards" / "Signup Rewards" / "Registration Rewards" Reward Type Mobile App Sign Up Customer Type Leave blank - Sync to Lifetime Points, make this decision carefully:
- Leave blank if you have no tiering configured.
- Enable if issued points should count toward a customer's tier — note this will directly impact the customer's tier standing.
- Free spendable points will not sync to Lifetime Points by default.
- Click Add. The Trigger Action is now created.
Option C - Issue XCard Credit
- Select Action Type: Topup Xcard Credit.
- Configure the following:
Field Recommendation Amount (Enter credit amount) Credit Token Type Normal Credit Expiry Day Leave blank for non-expiry; otherwise, set validity in days Advanced Expiry Date Leave blank unless needed - Click Add. The Trigger Action is now created.
Pro Tip
You can attach multiple Trigger Actions to a single Wait Event — for example, issuing both a voucher and points simultaneously upon signup
Step 4: Close and Save the Journey
- After all Trigger Actions are added, select Add End Journey from the journey canvas.
- Enter an End Journey Name and click Add.
- Click Save to publish the Customer Journey.
- The journey is now live. Any customer who meets the configured signup trigger will automatically receive the designated reward.
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