“Journeys” are becoming the primary lens through which customer experience professionals and digital marketers think about planning and building the customer experience. A journey map is nothing new, but they have until recently been mostly drawn on whiteboards as ways of understanding users and personas. A new breed of software is emerging however that makes it much easier for brands to actually deliver on the promise of omni-channel customer journeys. This session will focus on both the strategy and use cases of building customer journeys, as well as the software that makes it possible.