Journey Orchestration is about understanding the entire customer journey. The way customers perceive and interact with you is constantly changing, so understanding context and providing relevant and engagements in real-time, is key to building valuable customer interactions and trust. This customer-centric approach helps you understand each customer’s true intent so you can orchestrate individualised journeys that offer consistent value. By doing this wherever and whenever your customers interact with your brand, you will develop stronger and more valuable customer engagements that drive business growth and boosts loyalty.
Supporting Documents: Forrester Journey Orchestration Wave 2020
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