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
With contributors:
Martin Gill , Clarissa Skinner , Shayna Neuburg


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.

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