The Gist The requirements. Customer journey orchestration (CJO) requires a wealth of customer data and significant resources, including data, technology and human expertise. Emotions count. Emotion is a key factor in customer satisfaction and loyalty, and measuring emotional sentiment requires expanded access to critical emotional experience data. The road to success. Coordinated and intentional customer journey orchestration can differentiate a brand and create a positive impression on potential and existing customers, leading to success in the era of digital transformation. Customer journey orchestration (CJO) has been somewhat of a Holy Grail for business leaders since the explosion of ecommerce and smartphones in the late 2000s. At that time, new digital channels such as social media and search started to influence the customer decision journey, brick-and-mortar retail began its slow but steady decline and organizations had to grapple with new concepts like customer journey maps and omnichannel retail experiences. Digital Transformation Accelerates, But Large-Scale Journey Orchestration Remains Elusive By 2015, Microsoft CEO Satya Nadella declared, “every business will become a software business, build applications, use advanced analytics,” and he’s been proven mostly correct. Businesses in every industry, from retail and financial services to healthcare and transportation, are developing and using […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
