Campaign & Journey Orchestration
Automated, cross-channel customer journeys that nurture, convert and retain. We cover classic lifecycle flows, real-time triggers and AI-driven decisioning that picks the best next message for every customer.
Customer journeys that nurture, convert and retain
Customers do not think in campaigns. They browse, sign up, buy, go quiet and come back, across email, apps, websites and stores. We design and build automated journeys that follow each customer through that lifecycle, on the right channel and at the right moment, then keep improving them with testing and AI.
- Lifecycle journey mapping: every stage from first visit to loyal advocate, with the trigger, message and goal for each step
- Campaign calendar & always-on balance: planned promotions and automated journeys working together, not competing
- Entry, exit & goal rules: clear criteria for who enters a journey, when they leave and what counts as success
- Journey priority & conflict rules: so a customer in a cart flow is not also hit with a generic promotion
- KPIs per journey: conversion, revenue per recipient, retention and incremental lift, not just opens and clicks
First impressions that build long-term customers
The first days after sign-up decide whether a new subscriber becomes a customer. We build welcome, onboarding and nurture journeys that introduce your brand, collect preferences and guide people to their first purchase or key action.
- Welcome series: brand story, first-purchase incentive and preference capture, adapted to the sign-up source
- Product & app onboarding: step-by-step activation flows that react to what each user has or has not done yet
- B2B lead nurture: content streams by persona and buying stage, with lead scoring and sales handover
- Post-purchase & loyalty: order follow-up, how-to content, review requests, cross-sell and loyalty milestones
- Milestone & moment journeys: birthdays, anniversaries, renewals and subscription reminders
Recover lost sales and bring customers back
Abandonment and win-back journeys are often the highest-earning automations a brand runs. We build them with the right timing, channel mix and incentives, so you recover revenue without training customers to wait for discounts.
- Cart & checkout abandonment: multi-step reminders across email, SMS and push, showing the exact items left behind
- Browse & search abandonment: follow-ups on viewed products and categories, with recommendations
- Price drop, back-in-stock & low-stock alerts: real-time triggers from your product catalogue
- Replenishment & repeat purchase: reminders timed to each customer's usual buying cycle
- Re-engagement & win-back: tiered offers for at-risk and lapsed customers, with sunset rules for those who do not return
Every channel working as one
Customers expect a brand to remember them across every channel. We connect your channels in one journey, so each message builds on the last and goes where the customer is most likely to respond.
- Email & SMS: coordinated sends with consent handling, short links and two-way SMS where it helps
- Mobile & web push: rich push, deep links and web push for website visitors
- In-app messages & content cards: contextual messages inside your app that do not depend on the inbox
- WhatsApp, RCS & more: conversational and rich messaging, plus paid-media audiences and direct mail where they fit
- Frequency capping & quiet hours: global rules and channel preferences that prevent message fatigue
Journeys that respond in seconds, not days
The most effective journeys react to what a customer has just done. We connect your website, app, commerce and CRM events to your platform, so journeys start, branch and stop in real time.
- Event & API triggers: journeys started by purchases, sign-ups, app actions, support tickets or any custom event
- Transactional messages: order, delivery, payment and account messages, sent instantly and kept separate from promotions
- Decision & engagement splits: branches based on behaviour, profile data, predictive scores or message engagement
- Webhooks & live data: journeys that update CRM, call your APIs, or alert sales and service teams mid-flow
- Testing built in: A/B and multivariate tests, path experiments and holdout groups that prove incremental lift
From fixed flows to journeys that decide for themselves
Most journeys still follow fixed rules. Newer AI-driven orchestration learns from every customer interaction and picks the best message, channel, time and offer for each person. We help you adopt it safely, with clear goals, guardrails and human oversight.
- AI timing & channel selection: each customer gets messages at their best time, on their preferred channel, at a frequency that suits them
- Path & variant optimisation: journeys that automatically shift traffic to the best-performing path or message
- AI decisioning & next-best-action: reinforcement learning that chooses the offer, content and timing for each person, such as BrazeAI Decisioning Studio
- Predictive triggers: journeys that start when a churn, purchase or upgrade score changes, before the customer acts
- Agentic campaign building: AI agents that draft briefs, build journeys, generate content and check QA, such as Salesforce Agentforce and Adobe Journey Optimizer's AI agents
- Guardrails & governance: brand, compliance and budget rules, approval steps and transparent reporting on what the AI decided
What each platform offers, and where it leads
Every major platform can run journeys, but each has a different strength. Braze leads on real-time, mobile-first cross-channel journeys and AI decisioning. Salesforce Marketing Cloud leads on complex journeys tied to CRM data. Adobe leads on B2B nurture and enterprise real-time orchestration. SAP Emarsys leads on fast, ready-made retail lifecycle programs. We are platform-agnostic and get the most out of the platform you have, or help you choose the right one.
Salesforce Marketing Cloud
- Journey Builder: multi-step journeys with API, data and CRM entry sources, decision splits, engagement splits and goals
- Path Optimizer & Einstein: path testing with automatic winner selection, Einstein Send Time Optimization, Engagement Frequency and Einstein splits
- Channels: email, MobileConnect SMS, MobilePush, WhatsApp, and advertising audiences, plus Transactional Messaging API
- Agentforce & Data Cloud: AI agents that help plan and build campaigns, and real-time triggers from unified Data Cloud profiles
- Where it leads: complex, data-rich journeys connected to Sales and Service Cloud. The trade-off: in-app and real-time mobile messaging are less advanced than in mobile-first platforms
Braze
- Canvas: real-time journeys with Action Paths, Audience Paths, Decision Splits, Experiment Paths and Personalised Paths
- Channels: push, in-app, Content Cards, email, SMS, MMS, WhatsApp, RCS, LINE, web push and webhooks, all in one journey
- Intelligence Suite: Intelligent Timing, Intelligent Channel and Intelligent Selection to optimise each message automatically
- BrazeAI Decisioning Studio: reinforcement-learning decisioning that personalises the offer, timing and channel for each customer
- Where it leads: real-time, cross-channel orchestration for apps and digital-first brands, and AI decisioning. The trade-off: it is not built for B2B lead management
Adobe Marketo Engage & Journey Optimizer
- Smart Campaigns: trigger and batch campaigns built from smart lists and flow steps
- Engagement Programs: nurture streams with cadence control and automatic transitions between stages
- Sales alignment: interesting moments, sales alerts, lead lifecycle and CRM task creation
- Adobe Journey Optimizer: real-time B2C journeys, offer decisioning and account and buying-group journeys in the B2B edition, with AI Assistant and agents
- Where it leads: B2B nurture and sales handover, and enterprise real-time orchestration with Journey Optimizer. The trade-off: Marketo alone has limited mobile and real-time B2C channels
SAP Emarsys
- Automation Center & Interactions: lifecycle programs from welcome to win-back, triggered by behaviour and sales data
- Pre-built tactics: ready-made retail journeys such as cart abandonment, browse abandonment and replenishment
- Omnichannel: email, mobile push, in-app, SMS, web channel and paid-media audiences
- AI features: AI-driven product recommendations, incentive selection and send time optimisation within journeys
- Where it leads: retail and e-commerce teams that want proven lifecycle journeys live quickly. The trade-off: less flexibility for highly custom journey logic
Other platforms
We also build journeys in Adobe Journey Optimizer, Klaviyo, Iterable, MoEngage, CleverTap, Insider, Bloomreach, Customer.io, HubSpot and Oracle Eloqua. Klaviyo leads for growing e-commerce brands that need fast, proven flows. MoEngage and CleverTap are strong for mobile-first brands in India and Asia. Iterable and Insider combine flexible journeys with built-in AI. Newer agentic platforms such as Aampe use AI agents to decide messaging for each customer, and we help you test them alongside your main platform.
Core capabilities we deliver
From classic lifecycle flows to AI-driven decisioning, these are the building blocks of journey orchestration that works. We make sure each one is in place.
Journey mapping
A clear lifecycle map with triggers, messages, goals and priorities for every stage of the customer relationship.
Welcome & onboarding
Welcome series, onboarding and nurture flows that turn new subscribers and users into active customers.
Abandonment recovery
Cart, checkout, browse and search abandonment journeys that recover revenue with smart incentives.
Retention & win-back
Replenishment, loyalty, re-engagement and win-back journeys that keep customers buying.
Omnichannel delivery
Email, SMS, push, in-app, WhatsApp, RCS and web channels coordinated in a single journey.
Real-time triggers
Event, API and webhook-driven journeys, plus transactional messages delivered in seconds.
Frequency & fatigue control
Global frequency caps, quiet hours, journey priorities and channel preferences that protect the customer experience.
Experimentation & holdouts
A/B, multivariate and path tests with control groups that prove the incremental value of every journey.
AI decisioning
AI that picks the best time, channel, content and offer for each customer, and learns from every interaction.
Agentic automation
AI agents that help plan, build, QA and optimise campaigns, with human approval and clear guardrails.
How we work
A step-by-step approach that gets high-value journeys live quickly, then makes them smarter over time.
- Journey audit: live flows, triggers, channels, data and results, with the gaps and quick wins
- Lifecycle map & priorities: target journeys ranked by revenue impact and effort
- Build & connect: journeys, content, event triggers, channel setup and frequency rules
- Test & QA: data checks, journey dry-runs, rendering tests and seed lists across every channel
- Launch with holdouts: controlled go-live with control groups to measure true incremental lift
- Optimise with AI: path tests, AI timing and channel selection, and AI decisioning as results grow
What you get
- A documented lifecycle journey map with clear goals and KPIs
- Live welcome, onboarding, abandonment and win-back journeys
- Email, SMS, push and in-app connected in coordinated journeys
- Real-time triggers and transactional messages connected to your systems
- AI optimisation set up with guardrails and transparent reporting
- Reporting that shows the incremental revenue from each journey
Ready to build journeys that nurture, convert and retain?
Tell us about your platform, channels and goals. We will come back with a prioritised journey roadmap, timeline and estimate.
Book a Free Journey Audit