Landscape Report

The Customer Journey Orchestration Landscape, Q1 2024

Forrester’s Overview Of 24 Customer Journey Orchestration Vendors

January 26th, 2024
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Martin Gill , Sara Sjoblom , Victoria Manes , Bill Nagel

Summary

You can use customer journey orchestration (CJO) to drive journey success for customers and your company across touchpoints and silos, orchestrate hyperpersonalized journeys across a variety of systems using AI, and learn and adapt to evolving customer intent to deliver empathetic experiences. But to realize these benefits, you’ll first have to select from a diverse set of vendors that vary by size, type of offering, geography, and use case differentiation. Customer experience (CX) professionals should use this report to understand the value they can expect from a customer journey orchestration vendor, learn how vendors differ, and investigate options based on size and market focus.

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