A Conversation with Greg Kihlström and Tara DeZao: Customer Journey Management & Orchestration

On September 10, a select group of marketing, CX, and data leaders joined author Greg Kihlström and Pega's Tara DeZao for a candid discussion on what it actually takes to orchestrate customer journeys in practice - not in theory.

Drawing on The Agile Brand Guide®: Customer Journey Management & Orchestration, Greg and Tara explored the questions senior leaders are wrestling with right now: how to move beyond campaign-based thinking toward real-time, decision-driven engagement; where AI governance belongs in a customer engagement operating model; how organizations earn and keep customer trust as AI takes on more of the interaction; and what has to change internally before any of it works at scale.

Whether you joined us live or are coming to the discussion for the first time, the recording is yours to watch at your own pace.