How to prepare teams for customer journey orchestration

One of the advantages of a customer journey orchestration (CJO) platform is improved alignment amongst enterprise models. In order for this to work, teams in these models want to be ready forward of the implementation.

“The multi-channel marketing approach the customer journey orchestration utilizes also means that things can get more complicated,” mentioned Greg Kihlstrom, principal and chief strategist at GK5A, at The MarTech Conference.

Here are the important thing teams that will likely be concerned within the course of and what to do to prepare them.

Dig deeper: How to determine for those who’re prepared for a CJO software


“Customer journey orchestration often requires big changes in process resources and expected outcomes,” mentioned Kihlstrom. “Leadership support is needed to make these big changes happen.”

There have to be a C-suite sponsor for the venture to show how necessary it’s to the corporate. She or he wants to be recurrently up to date about any ensuing adjustments in organizational construction or processes.

“Ensure you’re on the same page as your executive leadership and keep that leader in the loop so that they can report to other stakeholders,” Kihlstrom defined.

Marketing and expertise teams

“Customer journey orchestration often requires closer collaboration among teams, even if they’re used to working with each other on a regular basis,” mentioned Kihlstrom. “Who is designing and managing the journey? Is it marketing? Is it customer experience? Is it a combination of both?”

The enterprise ought to take a full stock of the instruments and strategies these teams are already utilizing. This approach, adjustments to advertising and customer expertise processes could be anticipated forward of the implementation.

Kihlstrom additionally recommends these teams take into account a versatile work methodology, like an agile or sprint-based strategy.

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Data and engineering teams

It’s necessary to give cautious consideration to the info that can energy the brand new CJO platform. Therefore, knowledge and engineering teams want to be included within the implementation.

“How frequently will new data need to be requested from either from these teams or from the systems that these teams support?” Kihlstrom requested. “What are both short- and long-term engineering needs for customer journey orchestration?”

He added, “You might already be working with your data engineering teams on other efforts, but make sure you share the big picture of customer journey orchestration with these data and engineering teams.”

Having knowledge and engineering on board helps get stakeholder buy-in throughout the group.

“Make sure everybody understands where you’re going, and make sure that you understand resource availability,” mentioned Kihlstrom.

Will knowledge requests from the brand new CJO-related processes stretch knowledge and engineering too skinny? Will these wants be stuffed in-house or will they be outsourced? These sorts of questions could be answered by together with them within the course of, they usually also can assist in developing with options.

Customer service and assist

The customer service and assist staff will likely be in a position to reply questions on how the brand new platform can transfer clients alongside within the customer journey. For one factor, they’ll report how interactions with customer service and assist impacts folks’s propensity to purchase.

“Obviously if someone just complained about your product or service they may not be as likely to buy more, so you want to take that into account with your customer journeys,” mentioned Kihlstrom. 

This staff also can counsel methods the platform might help anticipate customer service points and proactively remedy them.

“They know a lot, they interact a lot with your customers, they have a lot to share on this,” Kihlstrom mentioned. “So make sure you discuss some common issues and potential problem areas when you start orchestrating things.” not speak about alternatives. It’s not nearly fixing issues, it’s additionally about opening up new alternatives like proactively. Solving some challenges.


Like customer service, gross sales teams know quite a bit about customer journeys and automatic flows. They can provide insights into when a private contact is most popular over an automatic or orchestrated response.

Also, do not forget that teams might need completely different wants in supporting customer interactions with the CJO platform.

“A large sales team focused, perhaps, on B2B or larger sales, may have a high-touch sales environment, and therefore journey orchestration and the automation that’s involved in it, may not be the best approach for every single communication,” Kihlstrom defined. “Make sure you understand the cadence that your sales team uses for one-to-one more personal touches and make sure you coordinate that.”

Building consistency

A CJO platform helps a company develop into extra customer-centric and content material performs a giant function on this. As clients transfer by their journeys, they’re usually participating with tailor-made to their particular place in it.

Content have to be related and constant. This requires coordination with the content material staff, in addition to with advertising and different teams.

“Right now, if you’re not doing journey orchestration, you might be doing a lot of single-channel orchestration or automation and therefore there may not be quite as much of a need for consistency,” mentioned Kihlstrom.

The extra channels concerned in customer journey orchestration, the extra you want to concentrate on consistency and inside communication. Kihlstrom mentioned this requires understanding how completely different methods are used to create, handle and publish content material.

“Start to understand where and how you can start standardizing content creation and creating efficiencies,” Kihlstrom mentioned. “If you’re orchestrating content across multiple channels, chances are there’s some opportunities to create similar content using similar language across those channels.”

He added, “Even though customer journey orchestration involves plenty of technology and integrations, anyone that has implemented it knows that there are team members or people behind the important work of both implementing it.”

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About The Author

Chris Wood attracts on over 15 years of reporting expertise as a B2B editor and journalist. At DMN, he served as affiliate editor, providing authentic evaluation on the evolving advertising tech panorama. He has interviewed leaders in tech and coverage, from Canva CEO Melanie Perkins, to former Cisco CEO John Chambers, and Vivek Kundra, appointed by Barack Obama because the nation’s first federal CIO. He is very serious about how new applied sciences, together with voice and blockchain, are disrupting the advertising world as we all know it. In 2019, he moderated a panel on “innovation theater” at Fintech Inn, in Vilnius. In addition to his marketing-focused reporting in trade trades like Robotics Trends, Modern Brewery Age and AdNation News, Wood has additionally written for KIRKUS, and contributes fiction, criticism and poetry to a number of main guide blogs. He studied English at Fairfield University, and was born in Springfield, Massachusetts. He lives in New York.