Best Practice Report

Journey Orchestration Enables Real-Time Decision-Making In Times Of Crisis And Recovery

Journey Orchestration Tools Help Respond To Changing Customer Behavior

August 27th, 2020
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Martin Gill , Clarissa Skinner , Shayna Neuburg

Summary

When uncertainty is rampant and customers are having to relearn how to interact with brands — at home on digital channels, in stores redesigned around new health and safety rules, and on the phone with agents working remotely — being able to make decisions in the moment is a game changer. Our research for customer experience (CX) pros shows that journey orchestration — which enables real-time decisioning across channels — is critical to crisis preparedness and recovery.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.