Featuring:

Joana de Quintanilha, VP, Principal Analyst

Show Notes:

Journey orchestration is moving beyond dashboards to drive decisions and real-time action. Joana de Quintanilha joins Martin Gill to explore findings from the latest journey orchestration Wave evaluation, how AI is reshaping the market, and what buyers need to turn journey intelligence into measurable business value.

We discuss:

  • How journey orchestration differs from journey management and why AI is bringing the categories closer together.
  • What sets leading platforms apart, from deep journey intelligence and scenario simulation to real-time decisioning and operational orchestration.
  • Why customer, employee, and partner journeys need shared context and how governance and explainability keep AI-enabled actions aligned with customer goals and brand promises.
  • How to build a business case around onboarding, retention, conversion, service costs, productivity, and revenue rather than platform features.
  • What successful implementations require: clear outcome ownership, cross-functional collaboration, focused use cases, and a vendor that brings expertise, not just software.