10 Steps to Customer Journey Orchestration
An on-demand CX webinar from Omdia
In our post-Covid-19 environment, enterprises must respond to key moments in real time and proactively anticipate customers' next moves; understand which channels they intend to use; and be ready with relevant content, offers, or remedies. This level of intelligent orchestration requires customer journeys to be unified and transparent across the enterprise so that customer-facing employees can proactively respond at key moments with personalized content, offers, or tailored solutions. This requires the ability to manage and act on customers’ experiences as they travel across channels – website, mobile devices, voice calls, or social media – for consistent, connected optimal journeys.
However, the customer journey in today’s digital world is complex, with interactions spanning many different applications, data sources, channels, and devices. Additionally, many enterprises don’t embrace an internal approach that enables them to flexibly respond to customers’ interwoven movements. They may lack a cohesive organizational structure, an integrated data management strategy that produces real-time customer insights, and the tools and technologies that enable agility.
To navigate, survive, and thrive in this increasingly complex landscape, forward-leaning enterprises must transform into intelligent, cohesive outfits capable of using data, people and technology in tandem to effectively manage customers' journeys. Enterprises that reach this level of sophistication will position themselves for long-term sustainability in 2021 and in the coming years.
In this webinar, participants will learn about:
- The barriers that prevent connected customer journey orchestration
- The impact COVID-19 has had on the importance of customer experience
- 4 imperatives of customer journey orchestration
- 10 steps to enabling customer journey orchestration
- Use case from Quadient Customer, British Gas
- Key takeaways on how to build a bridge between IT and CX
Presenters:
Mila D'Antonio, Principal Analyst, Customer Engagment at Omdia
Adam Firbank, Journey Practice Lead, Customer Communications at British Gas