Customer Journey Orchestration
Organisations that implemented customer journey orchestration models have achieved revenue gains of 10 to 20% and reduced cost by 10 to 15% and customer advocacy score improvements from 20 to 40 points.
Today’s customer journeys are undergoing a major transformation as experiences become more hybrid and digital becomes more embedded into how customers purchase products or services. Customers jump from device to device and channel to channel which makes the journey hard to predict. To keep these journeys seamless, marketers must be able to gather and interpret customer data from across channels. Customer journey mapping is a part of this process. It helps marketers predict, visualize and optimize the customer buying journey for the various channels.
