What is a valid use case for a "Unitary Event" in a customer journey?

A "Unitary Event" in the context of a customer journey refers to a single, distinct communication or interaction that is initiated based on specific customer actions or contextual triggers. This type of event is typically characterized by its direct impact on the customer's experience, often linked to a particular occasion or requirement.

The choice regarding notifying customers about what to prepare for an upcoming appointment exemplifies a valid use case for a Unitary Event because it involves a specific action that the customer needs to take in preparation for an upcoming engagement. This type of communication is clear, actionable, and personalized, making it essential for ensuring that the customer is adequately informed and ready for their appointment.

In contrast, the other options, while they may involve customer interactions, often do not fit the criteria of a Unitary Event as effectively. Announcing a new product launch is more of a broad communication likely aimed at a large audience rather than an individual-triggered event. Sending a coffee recipe, while perhaps personal, doesn't stem from a specific customer action or moment that necessitates immediate engagement. Providing customer feedback forms also implies a more generalized communication without the immediate context of a unitary event, as it generally seeks to gather information over time rather than react to a specific action.