Experience Makers Live

Orchestrate Journeys for Stronger Customer Relationships

Joana de Quintanilha, VP, Principal Analyst, Forrester

As our digital world continues to evolve, customers are continually relearning how to interact with brands. Whether it’s at home on digital channels, in stores redesigned for new health and safety guidelines, or on the phone working remotely, being able to make decisions in the moment is a game changer. Join this session to learn how journey orchestration can help your firm understand new customer behaviors as they happen.


In this session, you’ll learn how to do the following:

  • Focus on retaining existing customers
  • Direct customers to happier paths
  • Help employees working from home to nurture new customer relationships
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