Forbes: Don’t Give Up On Your Process Just Yet

Greg Kihlström on October 2, 2022

Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation

This article was written by Greg Kihlström and originally published on Forbes.com. Read the original here.

“Why do we keep following the process if it doesn’t work?”

You’ve probably heard something to the effect of this before or have even said it yourself. After all, what could be worse than following a set of rules that either isn’t logically consistent, doesn’t bring good results, is impossible to follow or all of the above?

As a consultant, I often work on aspects of marketing operations in the enterprise and am a rather process-oriented person myself. The first thing I often do when performing discovery on a new project or meeting a new client is to ask questions about the process of how things are done, how success is determined and other items related to how things are operationalized.

Read the rest of the article on Forbes.com

This article was originally published on Forbes.com. Read the original here.

  

MarTech: Preparing people for Customer Journey Orchestration: Getting started on CJO

Greg Kihlström on October 2, 2022

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.

  

MarTech: How customer journey orchestration affects process: Getting started on CJO

Greg Kihlström on October 2, 2022

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.

  

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