Summary: This article provides an overview of Gainsight Journey Orchestrator (JO), its benefits, and the crucial role of a JO-focused administrator. It also shares insights on approaching communications within this platform, drawing from practical experience.
1. What is Journey Orchestrator (JO), and Why Should You Care?
Gainsight Journey Orchestrator is a powerful tool within Gainsight that empowers customer success teams to automate and personalize communication programs. This platform enables scalable engagement with customers, leading to increased efficiency and improved outcomes. Key features and benefits include:
- Automated Communication Sequences: Streamlining outreach efforts.
- Scalable, Personalized Experiences: Tailoring interactions to individual customer needs.
- Integration with Gainsight: Seamlessly working within the existing Gainsight ecosystem.
- Data-Driven Insights: Utilizing data to inform and optimize communication strategies.
* Note – this information on point 1 was sourced from Google’s AI summary of JO, but it’s a good quick synopsis of what can be achieved through the use of this important Gainsight function.
2. The Significance of a JO-Focused Administrator
Having a dedicated JO administrator is essential. This role extends beyond traditional operations, as it involves:
- Integration with Other Gainsight Areas: Expanding the administrator's scope.
- External Communication Flows: Collaborating with marketing, CX/CS, and training teams.
- Leveraging Data for CX: Shifting focus from data manipulation to using data to enhance the customer experience.
3. Background and Experience in Customer Communications
My journey into this role began with a psychology background, which led to a hybrid marketing/communications position. This experience evolved into email marketing and change management, where I honed skills in:
- Audience Logic and Targeting: Crafting relevant content for specific groups.
- Content Creation: Developing engaging and informative materials.
- Internal Team Strategy and Project Planning: Organizing and executing communication initiatives.
- Email Design and Basic HTML: Creating visually appealing and functional emails.
Currently, I oversee customer enablement email programs, partner on internal enablement, and assist various customer-facing teams at Recorded Future.
4. An Approach to Effective Communications in JO
To maximize the effectiveness of JO, some recommendations that work for me include:
- Developing Stakeholder Request Guidelines: Streamlining the process for JO requests.
- Creating Project Documents: Ensuring consistency for recurring programs.
- Cataloging Internal and External Programs: Maintaining an organized overview of all activities.
- Utilizing Dashboards and Reports: Tracking engagement and identifying areas for improvement.
For more in-depth suggestions, I shared some of my insights on driving higher deliverability and open rates, and creating compelling content, in these earlier DCS Scoops posts. Look for the next post in this series for a deeper dive into the role of a dedicated JO admin, which will be expanding to cover topics including:
- Campaign planning – what not to miss, best practices
- Documentation – organizing audience criteria, flows, building legible designs
- Data designs and audience filters – future-proof audience sources with templates
- Dynamic JO best practices – learning while growing, benchmarking JOs
Have feedback on any of the above, anything you’d like to hear more about (or anything that I’ve left out)? Let me know – leave a comment!