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: 2024 Edition 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 as an advisor to some of the world’s leading brands, 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 Customer Journey Orchestration Platforms in their organizations.
The Agile Brand Guide: Customer Journey Orchestration 2024 Edition is available now in print and as an ebook from Amazon and directly from The Agile Brand website at: https://www.agilebrandguide.com
About Agile Brand Guides
The international best-selling book series providing marketing leaders and aspiring leaders an overview of key marketing concepts, platforms, and trends in three hours or less.
The current marketing technology landscape has thousands of platforms, with a continually growing set of feature sets, functionality, and potential. It is becoming increasingly difficult to determine how to approach marketing technology growth in the best and most relevant way.
Agile Brand Guides are created to help marketers evaluate, buy, and implement critical pieces of marketing technology infrastructure most effectively, and to understand the principles and concepts that support a successful digital strategy.
Previous Agile Brand Guides explore Customer Data Platforms (CDPs), Customer Journey Orchestration (CJO), and the fundamentals of Agile Marketing.
About 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. He is a two-time CEO and Co-Founder, growing both companies organically and through acquisitions, and ultimately leading both to be acquired. He has worked with some of the world’s top brands, including Adidas, Choice Hotels, Coca-Cola, FedEx, HP, Marriott, Nationwide Insurance, Toyota, and Victoria’s Secret.
He earned an MBA and is a member of the School of Marketing Faculty at the Association of National Advertisers. Greg is Lean Six Sigma Black Belt certified, is an Agile Certified Coach (ICP-ACC), and holds a certification in Business Agility (ICP-BAF).
Greg has had multiple best–selling books, including his Agile Brand Guides series on marketing technology platforms and practices. His eleventh and most recent book, House of the Customer (2023) discusses the 1:1 personalized customer experience of the future, and how brands can organize the people, processes, and platforms that enable it. Meaningful Measurement of the Customer Experience (2022), provides guidance on how to create a customer-centric culture that prioritizes customer needs while aligning internal teams around a common goal. His award-winning podcast, The Agile Brand with Greg Kihlström, launched in early 2019, discusses brand strategy, marketing, and customer experience with some of the world’s leading experts and leaders.
Greg is a contributing writer to MarTech and CMSWire, and has been featured in publications such as Forbes, Advertising Age, and The Washington Post. Greg has been named a 2022 Top 10 Marketing and Customer Experience Thought Leader by Thinkers 360, was named one of ICMI’s Top 25 CX Thought Leaders two years in a row, and a two-time DC Inno 50 on Fire winner as a DC trendsetter in Marketing.