Growth Pill: Journey Orchestration Sounds Great. Here’s Why It’s So Hard in Practice.
Wed Jan 14 2026
Customer journey orchestration is everywhere right now. Slides. Demos. Board decks. But most CS teams are trying to force customers through a neat journey that doesn’t exist.
In this Growth Pill, I break down:
Why rigid customer journeys fail in the real worldWhat “journey orchestration” actually means in practiceWhy AI is exciting, but also dangerous, without the right dataWhy you need both structured and unstructured dataAnd the one move CS leaders should make in 2026 if they want to move fastIf you’re a Customer Success leader experimenting with AI, journeys, or orchestration, this is a reality check worth watching.
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Customer journey orchestration is everywhere right now. Slides. Demos. Board decks. But most CS teams are trying to force customers through a neat journey that doesn’t exist. In this Growth Pill, I break down: Why rigid customer journeys fail in the real worldWhat “journey orchestration” actually means in practiceWhy AI is exciting, but also dangerous, without the right dataWhy you need both structured and unstructured dataAnd the one move CS leaders should make in 2026 if they want to move fastIf you’re a Customer Success leader experimenting with AI, journeys, or orchestration, this is a reality check worth watching.