Customer journey orchestration covering mapping, prioritization, and initiative execution
Installation
npx claude-plugins install @gtmagents/gtm-agents/customer-journey-orchestration
Contents
Folders: agents, commands, skills
Included Skills
This plugin includes 3 skill definitions:
governance
Use to establish ownership, cadences, and compliance for customer journey
View skill definition
Journey Governance Framework Skill
When to Use
- Standing up or refreshing journey councils and review cadences.
- Coordinating multi-team initiatives that impact customer experience.
- Preparing executive updates or compliance reviews tied to journey changes.
Framework
- Ownership Model – define RACI across CX strategist, product, marketing, CS, ops, and exec sponsors.
- Cadences – set quarterly journey reviews, monthly initiative standups, and weekly execution syncs.
- Documentation – maintain living journey maps, backlog tracker, decision log, and KPI dashboards.
- Change Control – outline approval steps, testing requirements, and communication plans for journey changes.
- Measurement & Accountability – set KPIs per initiative, assign owners, and track progress vs targets.
Templates
- Governance charter (mission, scope, roles, cadences, tooling).
- Decision log (request, decision, rationale, owner, follow-up date).
- KPI dashboard outline for exec reviews.
Tips
- Pair governance reviews with updated VOC and telemetry so decisions stay grounded in customer data.
- Keep documentation in a shared workspace with version history.
- Rotate spotlight sections in reviews to feature wins, experiments, and unresolved risks.
journey-mapping
Use to facilitate cross-functional journey mapping with data-backed insights.
View skill definition
Journey Mapping Toolkit Skill
When to Use
- Kicking off new persona journeys or refreshing existing ones.
- Preparing workshops with stakeholders across marketing, product, CS, and sales.
- Auditing journey artifacts for consistency and completeness.
Framework
- Preparation – collect VOC findings, telemetry, and existing documentation; define scope, persona, and goals.
- Stage Definition – align on lifecycle stages, success metrics, and ownership.
- Touchpoint Mapping – capture channels, emotions, expectations, and supporting systems.
- Gap Identification – document friction points, root causes, and opportunities.
- Action Linking – connect gaps to initiatives, success metrics, and measurement plans.
Templates
- Journey storyboard canvas (stage, touchpoint, emotion, KPI, owner).
- Persona one-pager with goals, pains, and preferred channels.
- Gap log sheet (issue, impact, evidence, owner, next step).
Tips
- Keep sessions interactive with pre-read data and live polling.
- Include frontline voices (support, sales, CSMs) for real-world context.
- Version control maps so improvements are traceable over time.
voice-of-customer
Use to design, run, and synthesize customer feedback programs tied to
View skill definition
Voice of Customer System Skill
When to Use
- Planning journey discovery projects or validating hypotheses.
- Building continuous feedback loops (surveys, interviews, community, support mining).
- Translating VOC findings into prioritized journey actions.
Framework
- Program Design – define objectives, personas, touchpoints, sample size, and incentives.
- Channel Mix – select qualitative (interviews, live sessions) and quantitative (NPS, CES, product usage) data sources per stage.
- Signal Processing – tag insights by emotion, friction type, segment, and impact.
- Insight Packaging – create artifacts (quote boards, heatmaps, KPI overlays) mapped to journey maps.
- Action Loop – pair each insight with a recommended experiment, owner, and expected metric lift.
Templates
- VOC research brief (question, method, sample, timeline, owner).
- Insight tagging spreadsheet with stage/persona labels.
- Signal-to-action tracker (insight → priority → owner → status).
Tips
- Rotate participants quarterly to avoid bias; maintain consent logs.
- Combine VOC with telemetry to validate scale of issues.
- Share short audio/video snippets to humanize data for stakeholders.