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The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services.

The Future of Customer Journey Orchestration: Building Intelligent, Digital-First Experiences


Patrick Tripp  (SVP of Product Marketing , Cheetah Digital)

Scott Draeger  ( VP of Product Marketing, Quadient)

Brett Weigl  (SVP, Product Management, Digital, Genesys)


Mila D'Antonio  (Principal Analyst, Omdia)

Date: Monday, September 27

Time: 3:30pm - 4:15pm

Track : Contact Center & Customer Experience

Session Type: Virtual Conference Session

Vault Recording: TBD

The future of customer journey orchestration will be in large part digital-first, connected, and enterprise-wide, with growing demand for personalization across brand interactions. Customers will expect cross-brand journey orchestration and frictionless experiences, to help them achieve faster outcomes. In response, enterprises need proactive and personalized interactions and data-driven capabilities in order to predict and adjust future behavior in the moment of interaction.

As a result, standalone customer journey mapping will likely evolve to an integrated ecosystem that enables intelligent customer journey orchestration. This session will help you understand this evolutionary process and plan for how your enterprise can capitalize on it.


  • Understand enterprises’ challenges and opportunities around creating connected customer journeys
  • Evidence as to why the environment is shifting to the adoption of an intelligence customer journey orchestration approach
  • Five future market developments that will drive intelligent customer journey orchestration
  • The strategies, processes, and technologies required for enterprise agility and responsiveness to the shift to intelligent customer journey orchestration