Category Archives: Customer Journey

Collaboration across people, processes, data and platforms: Successful customer journey operations

Customer Journey

The key elements of collaboration in customer journey operations and how they contribute to improved customer experiences. Greg Kihlstrom on September 7, 2023 Creating a great customer experience is a top priority for most brands because customers value the entire journey, not just the products or services they purchase. However, delivering on this promise is … Continue reading Collaboration across people, processes, data and platforms: Successful customer journey operations →

4 AI categories impacting marketing: Personalized customer journeys

Customer Journey

Here’s why artificial intelligence is integral to delivering personalized customer journeys and the platforms and tools that make it possible. Greg Kihlstrom on July 17, 2023 In this four-part series, we’re exploring four categories of artificial intelligence (AI), how they can meaningfully impact marketers and their customers and what to potentially avoid. Part one (Generative … Continue reading 4 AI categories impacting marketing: Personalized customer journeys →

How to build a customer journey orchestration strategy

Customer Journey

Organizations will often get a new technology before they know what they are going to do with it. Strategy must drive tech decisions. Chris Wood on May 23, 2023 Customer journey orchestration (CJO) uses different tools to provide seamless experiences for customers and increase revenue. Because customer journey orchestration casts a broad net across the … Continue reading How to build a customer journey orchestration strategy →

Customer journey orchestration: What it is and why marketers should care

Customer Journey

CJO is essential to creating seamless customer experiences across all touchpoints. Here’s what you need to know. Jacqueline Dooley on March 15, 2023 The modern customer journey is complex, spanning multiple channels, devices and touchpoints as customers navigate researching and buying products and services. It’s also increasingly digital. The pandemic exacerbated the movement of B2B … Continue reading Customer journey orchestration: What it is and why marketers should care →

4 critical platforms to support customer journey orchestration: Getting started on CJO

Customer Journey

Aligning your customer data, content management, CJO and analytics and reporting platforms is crucial for CJO implementation success. Greg Kihlstrom on October 7, 2022 This is the third article in a three-part series. In case you missed them, part 1 (People) is here and part 2 (Process) is here. Customer journey orchestration (CJO) is supported … Continue reading 4 critical platforms to support customer journey orchestration: Getting started on CJO →

How customer journey orchestration affects process: Getting started on CJO

Customer Journey

Here are three processes essential for succeeding with CJO. Greg Kihlstrom on September 30, 2022 This is the second article in a three-part series. The first part can be found here. If you are considering implementing customer journey orchestration (CJO), then you most likely already know some of its benefits. These include providing more and … Continue reading How customer journey orchestration affects process: Getting started on CJO →

Preparing people for Customer Journey Orchestration: Getting started on CJO

Customer Journey

How to get ready to implement customer journey orchestration. First: think about the people involved. Greg Kihlstrom on September 21, 2022 Customer Journey Orchestration (CJO) offers brands the ability to create omnichannel personalized experiences for consumers, which increases the likelihood of both initial conversions and long-term loyalty.  Doing this well requires a combination of people, … Continue reading Preparing people for Customer Journey Orchestration: Getting started on CJO →

What is customer journey orchestration and how does it work?

Customer Journey

Here are the goals and core capabilities of customer journey orchestration solutions. Pamela Parker on July 20, 2022 Great customer experiences are easier to imagine than to actually understand and deliver. That’s why tools that help marketers analyze the customer journey and act on the insights gained — customer journey orchestration (CJO) software — are … Continue reading What is customer journey orchestration and how does it work? →

Random Posts on Customer Journey