We often share the success stories, but I'm curious to hear the other side too-what's something in your orchestration journey that didn't go quite as planned or simply took longer to land than expected?
From experience, orchestration can feel quite straightforward at first: map the journey, define the logic, automate the flow. But in reality, the real work often lies in something less technical-getting alignment on what "good" actually means across different teams and perspectives.
It's also very easy to over-design when the capability is there. The challenge, and often the real breakthrough, comes from stepping back and simplifying-focusing on what genuinely helps the customer move faster and makes life easier for the agent.
For me, it's shifted from "Can we build it?" to - "Have we taken the time to agree on why we're building it this way?"
Would love to hear what others have experienced-where has the reality been different from the original plan?
#General
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Namrata Pujara
Senior Project Manager
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