The GPS for the CX

From Contact Center Pipeline

In today’s omnichannel world, customers don’t follow predictable paths. They jump between channels, change intents, and expect brands to keep up. Journey mapping shows where they’ve been, but it can’t guide where they’re going.

That’s why customer journey orchestration is such a game-changer. Think of it as a GPS for CX: real-time, adaptive, and proactive. It uses data, AI, and automation to anticipate needs, reduce friction, and deliver personalized experiences across every touchpoint.

In this Contact Center Pipeline article, TTEC Digital’s Mike Bawn explains how brands can leverage customer journey orchestration to transform fragmented interactions into seamless journeys that build trust and loyalty.

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