Trends Report

Journey Mapping And Real-Time Journey Orchestration Are Critical To Crisis Preparedness And Recovery

May 15th, 2020
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst

Summary

With customers embracing never-seen-before behaviors and employees working remotely, journey mapping and journey orchestration software can help to meet rising customer expectations for more protection, support, and the continuation of services that they rely on. Across industries, journey mapping tools enable remote collaboration for homeworkers and journey orchestration tools enable real-time decision making. Companies such as Bouygues Telecom and ScottishPower are using journey orchestration tools to pause non-critical journeys, accelerate digital journeys, and launch new journeys. Decide now which journeys to pause, accelerate, and launch during the COVID-19 pandemic.

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