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Customer Journey Orchestration
The strategic coordination of different marketing activities to guide customers through the desired journey from awareness to purchase.
Implications
The practice of managing and optimizing the customer journey in real-time across multiple touchpoints and channels, ensuring a seamless and personalized experience, often using automation and AI-driven tools.
Example
Example: A travel company uses customer journey orchestration to deliver personalized offers and updates to customers as they move from searching for flights to booking hotels and car rentals.
Related Terms
Different from customer journey mapping, which is more static, orchestration involves dynamically managing and optimizing the journey as it happens.
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