Personalize, Predict, and Prosper: Understanding and Implementing Customer Journey Orchestration

Tuesday, October 3, 2023
8am PT / 11am ET / 4pm BST

Join us for an interactive discussion with Judy Bloch, Principal CX Advisor at Medallia, Greg Kihlström, Principal at The Agile Brand, and Greg Melia, CAE, CEO of the Customer Experience Professionals Association (CXPA), as we delve into the world of Customer Journey Orchestration. Learn how this transformative strategy empowers organizations to create personalized customer experiences and influence the experience as its happening. Our experts will share essential insights and practical guidance on harnessing the power of journey orchestration to enhance customer satisfaction, loyalty, and overall business success.

Walk away with actionable tips for overcoming experience disconnects and missed opportunities and the steps you can take right now to move toward better-orchestrated journeys.

In this session, you will learn about:

  • The concept of journey orchestration and how it builds on activities like journey mapping
  • Gaining conceptual buy-in and company alignment
  • Actionable steps you can take right now to implement journey orchestration regardless of budget and resources
  • Navigating common challenges during journey orchestration planning and implementation

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Judy Bloch
Principal CX Advisor

Judy brings her passion for process design to create relevant and high quality solutions based on customer needs. She is a forward thinker, leveraging customer, industry, and competitive insights to build predictive strategies, positioning companies for greater success. She is skilled at creating Omnichannel solutions that facilitate seamless customer interactions.

Her accomplishments in Technology and Financial Services were recognized for cutting edge corporate innovation. She understands the complexities navigating CX within a company and loves to share methods that helped her find success.


Greg Melia, CAE
Customer Experience Professionals Association (CXPA)

Greg Melia, CAEis CEO of the Customer Experience Professionals Association, the global nonprofit dedicated to advancing CX professionalism through independent consensus-based guidance and the Certified Customer Experience Credential. Greg holds a Master's degree in Social Anthropology from the London School of Economics and has previous experience as an employee of the Ritz-Carlton Hotel Company, consultant to the US government, and as Chief Member and Strategy Development Officer for ASAE: The Center for Association Leadership.


Greg Kihlström
The Agile Brand

Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, customer experience, and digital transformation initiatives. He is a two-time CEO and Co-Founder, growing both companies organically and through acquisitions, and ultimately leading both to be acquired (one in 2017, and the other in 2021). He has worked with some of the world’s top brands, including Adidas, Choice Hotels, Coca-Cola, Dell, FedEx, HP, Marriott, MTV, Starbucks, and Toyota.