Forrester Webinar | Why Customer Journey Orchestration is Critical Today

Forrester VP and Principal Analyst Joana de Quintanilha shares how Journey Orchestration & real time decisioning are pivotal to driving business and differentiating CX


Our world has shifted the way customers perceive and interact with your brand – at home on digital channels, in redesigned stores and on the phone with agents working remotely – so being able to make decisions in the moment is a game changer.

Author of the 2020 Forrester Journey Orchestration Wave, Forrester VP and Principal Analyst Joana de Quintanilha presents the latest in our webinar series.

Watch this webinar replay to understand:

● Why shifting to customer journey orchestration will deliver CX differentiation and value across the business
● The importance of relevant and contextual interactions across the customer lifecycle
● Why Journey Orchestration is critical as business operations pivot and optimize digitally
● The acceleration towards real-time insights and data

Your Guest Speaker:

Joana de Quintanilha, VP and Principal Analyst

Based in Amsterdam, Joana serves customer experience professionals. Her areas of expertise include digital customer experience, tools like journey mapping, and Agile methods. Joana also focuses on brand and leads Customer Experience Index research in Europe.