Expert Advice for Marketing Leaders on MarTech, AI, & CX
Insights, ideas, and best practices for marketers that utilize Customer Journey Orchestration (CJO)
This article was written by Chris Wood for MarTech, based on a presentation by Greg Kihlström at the recent MarTech conference. Read the full article here.
One of the benefits of a customer journey orchestration (CJO) platform is improved alignment among business units. In order for this to work, teams in those units need to be prepared ahead of the implementation.
This article was originally written by Greg Kihlström for Forbes. View the original article here.
Customers increasingly appreciate personalized experiences and are growing to expect them across all of the online and offline channels they engage with brands on. Companies that understand and embrace this are increasingly approaching their marketing and customer experience from a fuller customer journey perspective, as opposed to interacting with their customers using a more traditional marketing campaign approach.
In this article, I’m going to highlight some of the ways that marketing from a journey orchestration approach differs from a more traditional campaign approach and why this can be beneficial to both brands and their customers.
This article was originally written by Greg Kihlström for Forbes. View the original article here.
The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation
This post was written by Greg Kihlström for MarTech. Read the original article here.
This is the third article in a three-part series. In case you missed them, part 1 (People) is here and part 2 (Process) is here.
Customer journey orchestration (CJO) is supported by many platforms in addition to a single CJO application. Orchestration requires that omnichannel content management, customer data, testing and personalization, as well as analytics and reporting platforms are aligned. Therefore, we need to keep all of these in mind as we plan for CJO implementation.
In the last article in this three-part series, we are going to explore this by looking at four critical platforms necessary for your organization’s success with customer journey orchestration.
This post was written by Greg Kihlström for MarTech. Read the original article here.
The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation
The latest article by Greg Kihlström for Forbes Agency Council.
Customers increasingly want personalized content and experiences from the brands they buy from, and the race to deliver the most tailored experience is on among a sea of competitors. The range of methods to provide this personalization spans from more basic event-triggered automation to a more sophisticated “next best action” approach utilizing AI and machine learning, with other methods in between.
What is the best scenario to use, and how should your brand think about utilizing automation, customer journey orchestration and next best action? In this article, I will explore the benefits of each and when to use them.
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation
This article was originally published through Forbes Agency Council. Read the original here.
Customer journey orchestration promises a seamless experience for your customers and greater revenue through timely and relevant offers and actions. These types of experiences create customers who buy, buy more often and bring their friends along as well. Getting to that point, however, takes careful planning, coordination across teams and choosing the right platforms and metrics to tie it all together.
I’ve been fortunate to work with many organizations to help prepare them for this big step and to work to ensure success at and after launch of customer journey orchestration. In this article, I’m going to discuss how to prepare your people, processes and platforms for customer journey orchestration.
This article was originally published through Forbes Agency Council. Read the original here.
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation
This article was written by Greg Kihlström for MarTech. You can read the full article here.
Customer Journey Orchestration (CJO) offers brands the ability to create omnichannel personalized experiences for consumers, which increases the likelihood of both initial conversions and long-term loyalty. Doing this well requires a combination of people, process, and platforms working in harmony. This means that in order to understand how to be successful, we should look at it in terms of those three categories: people, processes, and platforms.
In this first article in a three-part series, I’m going to talk about the “people” component of preparing your organization for success with customer journey orchestration.
After all, even though CJO involves plenty of technology integrations, anyone that has implemented it knows that there are team members — people— behind the important work of both initial implementation and realizing its potential.
Let’s explore this by looking at five critical teams or groups of people whose participation will be necessary for success.
This article was written by Greg Kihlström for MarTech. You can read the full article here.
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation
This article was originally posted at MarTech.org. You can read the original here.
If you are considering implementing customer journey orchestration (CJO), then you most likely already know some of its benefits.
These include providing more and better opportunities to coordinate how a customer sees offers across channels and guiding that customer toward a conversion opportunity. However, the multi-channel marketing approach CJO utilizes also means that things can get more complicated.
In this second part of this three-part series, we’ll explore three critical processes that organizations successful with customer journey orchestration excel at.
This article was originally posted at MarTech.org. You can read the original here.
