The Agile Brand Guide®: Customer Journey Management & Orchestration

The 2026 Edition of "The Agile Brand Guide to Customer Journey Management & Next Best Action" is an essential resource for marketers and customer experience professionals seeking to create impactful and engaging customer journeys. Expanded with insights from various contributors, this practical playbook offers clear, actionable strategies to navigate the complexities of translating customer signals into consistent, effective decisions across multiple channels. It emphasizes the importance of distinguishing between customer journey management and orchestration while providing frameworks for system-level measurement and governance, ensuring personalization at scale is achievable without disorganization.