Many companies claim to put customers first. Yet when teams and technology don't work together, customers get bounced between departments, forced to repeat themselves, and often leave without answers. The result: frustration, lost trust, and profitable customers choosing competitors.
In this episode of Doing CX Right, Stacy Sherman and Bill Staikos break down customer journey orchestration—what it is, why it matters, and how it helps organizations keep the customers who drive sustainable growth. They pinpoint where breakdowns happen and share practical strategies to prevent them.
Together, they stress that orchestrating journeys is more than mapping touchpoints. It means bringing teams, systems, and workflows into sync so every interaction feels consistent, helpful, and meaningful. They explain why looking only at single touchpoints or metrics misses the bigger picture. And they argue that escalations are not isolated complaints but red flags pointing to deeper systemic issues.
Listeners will learn concrete strategies to:
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Give frontline teams the tools and authority to solve problems quickly.
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Break down internal silos that slow response times.
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Use systems, data, and processes together to create seamless experiences.
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Spot patterns in customer complaints that reveal deeper organizational gaps.
Discover how focusing on the entire customer journey enables your organization to deliver experiences that make an impact and drive measurable results.
Learn more at DoingCXRight.com.
Book time with Stacy through this link.
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