In this video
What you'll learn
What customer journey management actually is
Why the practice exists, what needs it serves, and how it differs from journey mapping and CX programs.
The conditions that make it necessary
Siloed teams, handoff moments nobody owns, and metrics that don't connect to customer outcomes.
How to tell if your organization needs a dedicated practice
A simple diagnostic to assess whether a dedicated practice is worth the investment in your organization.
Why this topic matters
If you work in CX, product, service design or go-to-market, your success depends on influencing your organization to develop opportunities and adopt solutions. Customer journey management is the product, channel and team agnostic practice that lets you solve the problems individual teams can't. You'll leave with a practical way to assess where your organization stands.
You'll learn from
Tom Connole
Builder of journey management practices and platforms with 15+ years experience
Tom is the founder of Orchetta and has spent 15+ years building journey management and customer experience design capabilities inside large enterprises across Australia and North America, including News Corp, TAL Life Insurance and the NSW Government. He currently coaches journey management practices at global organizations and is based in Toronto.
Founder at Orchetta
