By David Lidsky January 21, 2023 Logan Bartlett has something he wants me to see. On an unseasonably warm New York day in mid-November, Bartlett, managing director at the venture firm Redpoint and podcast host, pulls out his phone at the start our alfresco lunch to walk me through a spreadsheet he built. It’s … Continue reading Logan Bartlett’s reluctant journey to tech podcast stardom
Here are all the teams who will be involved in implementing the CJO platform and what you need to do to prepare them. Chris Wood on October 27, 2022 One of the benefits of a customer journey orchestration (CJO) platform is improved alignment among business units. In order for this to work, teams in those … Continue reading How to prepare teams for customer journey orchestration
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
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
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
Here’s a look at the evolution of customer journey orchestration, its path to maturity, and why it is not going away. Tony Byrne on August 12, 2022 Five years ago, it seemed like journey orchestration technology was having a moment. Since then, the marketplace for standalone journey orchestration engine (JOE) platforms has receded. A plateau … Continue reading Whatever happened to journey orchestration?
Once you understand the benefits of customer journey orchestration you can begin asking the right questions. Pamela Parker on July 22, 2022 Understanding your current business processes, knowing how to measure success, and being able to identify where you are looking for improvements, are all critical pieces of the customer journey orchestration (CJO) tool decision-making … Continue reading How to decide if you’re ready for a customer journey orchestration solution
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?
By Adam Bluestein July 18, 2022 Friday’s special guest at the January 6 committee hearings was “the Overstock person”—aka Patrick Byrne—identified by former White House Counsel Pat Cipollone, in a hearing last week, as one of the surprise guests at a long and tumultuous White House meeting last December, allegedly lending support to Michael … Continue reading Patrick Byrne’s bizarre journey from Overstock CEO to the Jan. 6 insurrection
Instead of depending on segments to drive messages and experiences, AI tailors to individual customers at scale. Chris Wood on July 11, 2022 Customer-centric messaging and experiences require smart responses managed by AI. If customers aren’t receiving relevant emails or other communications, they’ll simply opt out. “Right now, marketing is failing more than it works,” … Continue reading Using AI to improve customer experience and customer journey orchestration
