A Guide to Best-in-Class Customer Journey Orchestration

Every consumer is unique. And with an effective journey orchestration strategy in place, every brand experience can be too. By delivering a symphony of real-time, relevant, personalised multichannel touchpoints in the context of each consumer’s goals, brands can start to drive higher engagement rates and sow the seeds of brand trust and brand loyalty. It’s a win-win scenario. Put simply, journey orchestration is too important to get wrong today, and yet many brands still struggle to execute the foundational principles that underpin it. Why is that? 

In this episode, Rik McCrossan, Head of Customer Experience and Employee Experience at Orange Business and Patrick Bosworth, Senior Solution Consultant at Genesys join us to provide some answers. Together they open up the journey orchestration playbook to share what it takes to navigate an increasingly complex consumer landscape. 

We dive into: 

• What exceptional CX looks like in this era of disruption 
• How brands can develop a deeper understanding of consumer behaviours 
• The myriad challenges preventing businesses from connecting their data dots 
• The ways AI can augment and scale the capabilities of the contact centre 
• The balance between automation and the human element of customer service 
• Mature AI use cases in the market right now 

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Subscribe to the series on Spotify: https://open.spotify.com/show/4GD1rdZR1yvayRrcdLPHO2 

For sponsorship opportunities, reach out to katie.judd@iqpc.co.uk 

To register an interest in becoming a guest, get in touch via serece.hannon@iqpc.co.uk 

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