{"id":640,"date":"2024-01-24T21:59:00","date_gmt":"2024-01-24T19:59:00","guid":{"rendered":"https:\/\/blogi.eoppimispalvelut.fi\/cemitspring24\/?p=640"},"modified":"2024-01-24T22:21:51","modified_gmt":"2024-01-24T20:21:51","slug":"customer-journey-orchestration","status":"publish","type":"post","link":"https:\/\/blogi.eoppimispalvelut.fi\/cemitspring24\/customer-journey-orchestration\/","title":{"rendered":"Customer journey orchestration"},"content":{"rendered":"\n

MyCustomers article talks about why customer journey orchestration should be at the core of digitalisation and digital transformation. Now that the organisations are confronted by unprecedented business volatility and from the rising demands of the new digital economy. Because of that the organisations must forge a new path that allows a transformational digital change without compromising their efforts to reinforce a customer-centric operation model.<\/p>\n\n\n\n\n\n\n\n

The article talks about the customer journey and how we can keep up with the digital change. In this study unit we get familiar with the concept of customer experience management and learn the potential of the digital operating environment. I think this article has plenty information on how an organization can create a working and friendly customer journey.<\/p>\n\n\n\n

I\u2019m studying a field which has a strong focus on customer service. I think as a student it\u2019s important to know the importance of customer journeys. I think it\u2019s important to find the most effective ways to perhaps build your own organisations customer journey someday. <\/p>\n\n\n\n

The article discuss why many customer journey programmed are flawed. That is because most digital projects focusing on customer journeys still result in brand-led journeys. Recently Forrester Opportunity Snapshot<\/a> revealed that 82% of organisations claim that they have adopted a customer-led approach in their journey planning but only 13% of brands have successfully achieved it. I don\u2019t know how many organisations have been in this study but the results are deeply concerning. They all should have some type of customer data sources that they could use to get a better understanding about their customers and their needs.<\/p>\n\n\n\n

By customer journey orchestration they mean that science and art blends to deliver an individualised experience to customers in real-time. This experience happens regardless of where and how the customer has interacted with the organisation.<\/p>\n\n\n\n

Nowadays most customers use multiple channels on their path to purchase. I think many people see something interesting on social media and they then search it from the web. The article talks about how the customers are often forgotten after they have made the purchase. Personally I don\u2019t need to hear from every place I have purchased something from. I understand why it\u2019s important to keep the customers engaged even after the purchase but I feel irritated when most of these marketing emails are almost the same. <\/p>\n\n\n\n

The article goes through the benefits of the organisation from customer journey orchestration. Benefits are improved customer satisfaction, efficiency gains, topline growth and sustainability.<\/p>\n\n\n\n

As I\u2019m reading the article I can sense that many organisations find it hard to handle customer data and use that effectively while creating their customer led journey. But the results are getting better every moment. I\u2019m not entirely sure when this article was published but there was mention of Covid-19 so I guess it\u2019s couple years old. I believe in those couple of years they have made progress in building better customer journey.<\/p>\n\n\n\n

MyCustomer. Customer journey orchestration.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

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