Trends Report

Understanding Customer Journey Mapping And Orchestration Tools

July 1st, 2020


Customer journey mapping and orchestration tools help you understand customer behavior, design future customer journeys, and make real-time enhancements to customer experiences. CX professionals: Learn how the tools overlap in some functionality but have a distinct focus. Journey mapping tools help digitize maps and manage a program of journey improvements; journey orchestration platforms enable real-time journey adjustments. Companies that are experienced in journey mapping or that are journey oriented and insights driven can shift to journey orchestration within one to three months. CX professionals: Create and maintain a journey atlas to help you identify, organize, and prioritize journeys for your key customers.

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