Mila D'Antonio (Principal Analyst, Omdia)
Date: Tuesday, September 28
Time: 8:00am - 8:45am
Pass Type: Entire Event
Track : Contact Center & Customer Experience
Session Type: Conference Breakout Sessions
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.