Customer journey orchestration (CJO) platforms are the journey-centric firm’s nerve center. They identify friction points across customer journeys, drive data-driven decision-making, and orchestrate seamless, personalized experiences across all channels that increase conversion, reduce churn, and streamline operations. This report outlines key trends in the application and use of CJO based on reference customers from The Forrester Wave™: Customer Journey Orchestration Platforms, Q2 2024.