Personalize, Predict, and Prosper: Understanding and Implementing Customer Journey Orchestration

Watch this interactive discussion between Judy Bloch, Principal CX Advisor at Medallia, Greg Kihlström, Principal at The Agile Brand, and Greg Melia, CAE, CEO of the Customer Experience Professionals Association (CXPA), as they delve into the world of Customer Journey Orchestration. Learn how this transformative strategy empowers organizations to create personalized customer experiences and influence the experience as its happening. Our experts share essential insights and practical guidance on harnessing the power of journey orchestration to enhance customer satisfaction, loyalty, and overall business success.

Walk away with actionable tips for overcoming experience disconnects and missed opportunities and the steps you can take right now to move toward better-orchestrated journeys.

In this session, you will learn about:

• The concept of journey orchestration and how it builds on activities like journey mapping
• Gaining conceptual buy-in and company alignment
• Actionable steps you can take right now to implement journey orchestration regardless of budget and resources
• Navigating common challenges during journey orchestration planning and implementation