The Customer Journey Illusion: Stop Mapping and Start Enabling

by Thomas Wieberneit | Aug 19, 2026 | Blog, CRMKonvos

Welcome to another reality check. The CRM industry loves a good fairy tale. The most persistent one is the mythical customer journey. We like to pretend that customers wake up, look at our perfectly designed product pathways, and cheerfully walk down the well-paved...

How to orchestrate customer journeys in real time at scale

by Thomas Wieberneit | Sep 9, 2021 | Blog, Sponsored

Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information and another way to resolve their issues. In brief, every customer has a context of their own. As a consequence, customer journeys are often...

How to do great Customer Journey Orchestration

by Thomas Wieberneit | Jul 30, 2021 | Blog, CRMKonvos

Following the great discussion about Customer Journey Orchestration that we had with Graham Hill it was obvious that this topic deserves and requires more attention. We had a lot of points and different terms, starting from customer journey management, customer...

How to do Customer Journey Orchestration

by Thomas Wieberneit | Apr 30, 2021 | Blog, CRMKonvos

Customer Journey Orchestration is one of the hottest topics in the CRM/CEM/CX area right now. And it is a bigger one than you might think. It involves thinking about ecosystems, actors, outcomes, interactions, jobs-to-be-done and much more. To get into the thick of...

How to not manage your customers’ journeys

by Thomas Wieberneit | Apr 13, 2021 | Blog

It is time to talk about customer journeys and customer journey orchestration. Again. The theme of two of my recent articles has been about customer data. First, in my article Why you don’t want a 360-degree on the customer I rubbed the coveted 360-degree view on the...