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 world
• What “journey orchestration” actually means in practice
• Why AI is exciting, but also dangerous, without the right data
• Why you need both structured and unstructured data
• And the one move CS leaders should make in 2026 if they want to move fast

If you’re a Customer Success leader experimenting with AI, journeys, or orchestration, this is a reality check worth watching.