Journey Orchestration: How Does It Fit into a Company's CX Strategy?

In today's world, consumer expectations evolve tremendously. Businesses go above and beyond to keep up with the challenge and create a memorable customer experience. One way they do this is through journey orchestration, a process that creates personalized, real-time customer experiences across all channels and touchpoints. How can companies design, manage, and optimize the customer journey to create the best possible experience? In this episode, Amelia talks with Julio Hernandez about journey orchestration. Julio discusses customer orchestration, how orchestration fits into a company's CX strategy, and the core capabilities companies need to support this practice. Julio Hernandez is the Global Lead of Customer Center of Excellence and US Customer Advisory Practice Lead at KPMG. He focuses on helping organizations think about how to engage the marketplace and attract, convert and keep customers to fuel profitable growth. He also works with businesses from across the globe to help them design and deliver relevant customer experiences that drive engagement and result in sustainable customer relationships. Enjoy!