We hosted an engaging session on Getting Started with Journey Orchestrator: Confidently Build Your First JO Program, led by Ester Memoli (Acronis) and Harri Carroll (Gainsight). This session was designed to help new and experienced users alike understand how to confidently build impactful JO programs, navigate the setup process, and unlock scalable customer engagement strategies.
Whether you’re just beginning your JO journey or looking for a refresher on best practices, this webinar provided actionable guidance and real-world insights from the field.
🎥 View Session Recording 🎥
What We Covered:
Introduction to Journey Orchestrator
- Why JO is a critical tool for scaling Customer Success efforts.
- How it helps teams move from one-to-one engagement to impactful one-to-many programs.
- Common challenges new users face and how to overcome them.
Building Your First JO Program
- Step-by-step breakdown of creating a program, from choosing templates to configuring tokens.
- Guidance on audience selection and conditional logic to ensure the right message reaches the right customer at the right time.
- Tips for structuring communications to feel personal and relevant, even at scale.
Best Practices & Pro Tips
- Starting simple: why it’s better to launch a small, targeted JO program first before scaling.
- Leveraging feedback loops to continuously improve.
- Common mistakes to avoid when setting up JO for the first time.
Key Takeaways
- Start small, scale later. Don’t wait for perfection—launch with a simple program and build from there.
- Leverage personalization. Use tokens and conditional paths to create customer communications that resonate.
- Measure impact. Always connect JO programs back to measurable customer and business outcomes.
About the Speaker
Ester Memoli is a Senior Gainsight Administrator at Acronis, where she uses Gainsight to automate engagement at scale, empower teams, and drive measurable business outcomes.