As if the concept of customer journey mapping itself wasn’t confusing enough because people define and execute it differently, the field has evolved with new concepts to ensure that the customer experience is more proactively designed to meet customer needs.
But these new concepts are equally confusing. What do they mean? How do they work together? Do they work together? How do they help you help your customers? These are just some of the questions we explore.
Journey orchestration isn’t a 2020 concept; it’s been around for a few years. Brands that are doing it well see some great benefits, for their customers and for the business.
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