Trends Report

Understanding Customer Journey Mapping And Orchestration Tools

July 1st, 2020
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst

Summary

Customer journey mapping and orchestration tools help you understand customer behavior, design future customer journeys, and make real-time enhancements to customer experiences. CX professionals: Learn how the tools overlap in some functionality but have a distinct focus. Journey mapping tools help digitize maps and manage a program of journey improvements; journey orchestration platforms enable real-time journey adjustments. Companies that are experienced in journey mapping or that are journey oriented and insights driven can shift to journey orchestration within one to three months. CX professionals: Create and maintain a journey atlas to help you identify, organize, and prioritize journeys for your key customers.

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