Co-Founder, Institute for Journey Management

Raymond is a co-founder of the Institute for Journey Management. He is an expert in Journey-Centric Customer Experience, specializing in helping organizations leverage integrated journey management to drive business success. With extensive experience in CRM, ERP, marketing automation, journey analytics, orchestration, and next-best-action decisioning, Raymond combines traditional CX principles with innovative AI and machine learning applications to deliver tangible value. Recognized for a proven track record of operationalizing customer-centric frameworks, Raymond advises leading brands globally on transforming their customer experience strategies, optimizing technology investments, and turning customer journeys into measurable business results.