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!


In This Episode

01:08 - Recent developments in digital transformation for CX

02:07 - What orchestration is and how does it fit into a company's CX strategy

03:59 - What orchestration means for the end consumer

05:45 - The core capabilities companies need to support customer orchestration

Favorite Quotes

01:30 - "Experience centricity is about designing the experience you want to give your stakeholders." - Julio Hernandez

02:16 - "Orchestration is the execution, the ability to be able to get things done in the way that you want them to be done." - Julio Hernandez

03:02 - "The idea of customer orchestration, journey orchestration says, hey, I need to understand who the customer is. I need to understand what experience I want to be able to deliver. I need to understand which channel they're in. I need to be able to use data and analytics to basically deliver that experience, and I need to make sure that the people who are engaged in that experience, the employees or partners, are all working the right way. So, that's the idea of orchestration." - Julio Hernandez

03:48 - "You cannot do orchestration without facts, and you can't do it without data. You can't do it without technology. and you can't do it without basically having a threat across the whole customer experience that holds everything together. " - Julio Hernandez

04:18 - "If you think about consumers today, their expectations have evolved tremendously. I almost call it the inflation of customer experience." - Julio Hernandez

Engage with Julio Hernandez
LinkedIn
KPMG International

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