1st Sep 2020

Why customer journey orchestration should be at the core of digitisation and digital transformation

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As a core component of digital transformation, customer journey orchestration enables organisations to optimise their use of digital technology to: improve productivity, increase revenues in existing segments and markets by growing high-value customer relationships, and develop new products and services through digital business model innovation, thereby generating value across the organisation at a time when it has never been more needed.

In short, it represents a way to address the burning business issues of today, while building towards the transformational destination of tomorrow. However, as we will discover in this report, many existing customer journey initiatives are flawed, and left unchecked this will prohibit organisations from achieving customer journey orchestration and compromising attempts to achieve full digital transformation.

Download this report to learn why customer journeys are so important to digital transformation; why so many customer journey programmes are fundamentally flawed; where journey orchestration delivers value; and how to successfully deliver customer journey orchestration. 

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