In today’s hyper-connected world, where customers actively engage with brands through various channels, including online and offline, the growing demand for seamless experiences and exceptional convenience has posed a challenge for marketers. They must effectively connect and personalize the customer journey amid the increasing complexity of customer interactions and rising customer expectations. To address this challenge, Customer Journey Orchestration (CJO) utilizes data, analytics, and automation tools to provide consistent and tailored experiences at every stage of the customer journey. This empowers organizations to better understand customer needs, anticipate their preferences, and engage with them.
In this report we unlock the CJO strategies through the People, Process, and Technology (PPT) framework. By effectively implementing the PPT framework, enterprises can gain a competitive edge by nurturing deeper customer relationships, fostering revenue growth, and enhancing their brand reputation in the market.
Scope
All industries and geographies
The assessment is based on Everest Group’s tracking of the marketing technology landscape
Contents
In this report, we:
Define CJO
Identify and overcome technological and organizational roadblocks in implementing CJO
Create a comprehensive guide to establish a CJO ecosystem that encompasses PPT aspects
Develop a robust framework for selecting the right tools in CJO
Explore emerging trends, use cases, market players, and key acquisitions in the CJO market
Enterprise advances on the technology maturity curve are improving the experience for both customers and stakeholders such as partners, employees, and the larger community. Retail, Consumer Packed Goods (CPG), and manufacturing firms that once focuse…
