The Agile Brand Guide to Customer Journey Orchestration

Evaluating, Buying, and Implementing CJO platforms for Marketers

The #1 Amazon Best-Selling Guide to CJO

By Greg Kihlström with a Foreword by Mark Smith, PhD, SVP of Digital Experience at CSG | 146 Pages | Available in Print or as an Ebook

PURCHASE NOW:

Digital | Paperback | Audiobook


Customer Journey Orchestration (CJO) enables marketers to create more engaging customer experiences that span online and offline channels, and generate greater customer loyalty and purchases over time. Consumers’ demands for more consistency in the way that brands communicate with them, combined with the increase in channel switching between devices and methods by customers means that brands need to provide a personalized, omnichannel experience to stay competitive. 

In this second edition of this best-selling installment in the series, Customer Journey Orchestration Platforms are explored and demystified, with over 50 additional pages of new content and insights, plus a guide to some of the leading platforms in the space. The Agile Brand Guide to Customer Journey Orchestration Platforms: Evaluating, Buying, and Implementing a CJO for Marketers by Greg Kihlström is now available in print as an ebook.

The book explores marketers’ need for a customer journey orchestration, as well as the roles a CJO platform should play, the different types on the market, as well as how to evaluate and implement a platform once you have selected it. It  features a foreword by Mark Smith, PhD, SVP of Customer Experience  at industry-leading customer engagement, revenue management, and payment platform provider CSG, and former President at Kitewheel. Additionally, thought leaders from some of the most prominent CJO platform providers lend their thoughts and expertise, including contributions from Alterian, Genesys, inQuba, Medallia, and Optimove.

Drawing on Kihlström’s experience working with top organizations, and his ongoing conversations with leaders in the marketing technology industry as part of his award-winning podcast, The Agile Brand with Greg Kihlström, this guide to customer journey orchestration provides insights, ideas, and guidance for marketers of all experience levels as they work to successfully implement journey orchestration in their organizations.

Purchase on Amazon

The Agile Brand Guide: Customer Journey Orchestration 2024 Edition by Greg Kihlstrom

About the author

Greg Kihlström, author, speaker, advisor and consultant on marketing technology and customer experience.
Greg Kihlström, author

Greg Kihlström

Greg Kihlström is a best-selling author, speaker, and entrepreneur, currently an advisor and consultant to top companies on marketing technology, customer experience, and digital transformation initiatives as Principal and Chief Strategist at GK5A. He is also the host of The Agile Brand with Greg Kihlström podcast.

Read more | Greg on LinkedIn

  • Genesys Announces Several New Tools to Deliver Personalized AI-Powered Experiences

    Today at the Xperience 2024 event Genesys® unveiled multiple innovations to accelerate the impact of AI, empowering organizations to scale end-to-end personalization, elevate employee performance and drive continuous optimization. More

  • The importance of focusing on existing customers for growth

    The iGaming industry, which includes sports betting and online casinos, is a unique industry with high velocity of transactions and little differentiation between brands. Incentives like bonuses and free money for gambling wear out quickly, making it challenging for brands to stand out. More

  • ServiceNow and Genesys announce strategic partnership to elevate customer and employee experiences

    ServiceNow and Genesys announced a strategic partnership to elevate customer and employee experiences. The two companies plan to integrate the Genesys CloudTM platform with ServiceNow Customer Service Management (CSM) to deliver a turnkey, AI-powered solution for organizations worldwide called Unified Experience from Genesys and ServiceNow. More

  • New edition of the best-selling customer data platform guide gives expanded insights from industry leaders

    In this second edition of this best-selling installment in the series, Customer Data Platforms are explored and demystified, with over 50 additional pages of new content and insights, plus a guide to some of the leading platforms in the space. The Agile Brand Guide: Customer Data Platforms 2024 Edition by Greg Kihlström is now available… More

  • Journey management improves the customer experience

    Journey management focuses on improving the customer experience by ensuring that customers have a seamless and consistent experience across all touchpoints with a brand. This includes both online and offline interactions, such as purchasing a product, returning an item, or seeking customer support. The goal of journey management is to make customers feel like they… More

  • Remembering the customer in your CJO efforts

    It might feel like it goes without saying, but make sure you are keeping the customer front and center in your customer journey orchestration (CJO) efforts. Successful CJO must be centered around the customer, with their needs and preferences at the forefront of all efforts. More