Customer Journey Orchestration: Cure for the Dory Effect

From CMSWire

In the movie, “Finding Nemo,” there’s a character named Dory who suffers from short-term memory loss. No matter how many times she meets someone, it’s like she’s meeting them for the first time. When customers have this same experience with brands that should know them, we call it the "Dory effect." 

Too often, it feels like brands have no idea who their customers are, which is incredibly inefficient for everyone involved in the interaction. The solution to the "Dory effect," is personalization enabled by customer journey orchestration. In this article, TTEC Digital's Tom Lewis covers why personalization is critical to delivering the speedy, low-effort experiences customers expect and how brands can achieve results at scale.