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 in order to stay competitive.

Doing this requires a combination of people, process, and platforms that enables brands to meet their customers where they are, and to adapt and optimize this omnichannel approach over time.

In this second Agile Brand Guide, CJO platforms are explored and demystified.

The Agile Brand Guide to Customer Journey Orchestration Platforms: Evaluating, Buying, and Implementing a CJO for Marketers by Greg Kihlström is now available as an audiobook. The audiobook explores marketers’ need for a customer journey orchestration, as well as the roles a CJO platform should play, the different types on the market, and how to evaluate and implement a platform once you have selected it.

It also features a foreword by Mark Smith, VP of Digital Engagement Solutions at CSG. Drawing on Kihlström’s experience working with top organizations, 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 CJO platforms in their organizations.