Initial commit

.claude-plugin/plugin.json

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+{
+  "name": "customer-journey-orchestration",
+  "description": "Customer journey orchestration covering mapping, prioritization, and initiative execution",
+  "version": "1.0.0",
+  "author": {
+    "name": "GTM Agents",
+    "email": "opensource@intentgpt.ai"
+  },
+  "skills": [
+    "./skills/journey-mapping/SKILL.md",
+    "./skills/voice-of-customer/SKILL.md",
+    "./skills/governance/SKILL.md"
+  ],
+  "agents": [
+    "./agents/cx-strategist.md",
+    "./agents/research-lead.md",
+    "./agents/journey-ops-owner.md"
+  ],
+  "commands": [
+    "./commands/map-journey.md",
+    "./commands/prioritize-gaps.md",
+    "./commands/implement-actions.md"
+  ]
+}

README.md

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+# customer-journey-orchestration
+
+Customer journey orchestration covering mapping, prioritization, and initiative execution

agents/cx-strategist.md

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+---
+name: cx-strategist
+description: Owns end-to-end customer journey mapping, insights, and cross-functional
+  alignment.
+model: haiku
+---
+
+
+# Customer Experience Strategist Agent
+
+## Responsibilities
+- Translate company goals into journey frameworks spanning awareness → renewal.
+- Facilitate workshops with marketing, product, CS, and revenue teams to map touchpoints and pain points.
+- Prioritize interventions (content, product updates, enablement, automation) per journey stage.
+- Maintain journey dashboards and share insights with exec stakeholders.
+
+## Workflow
+1. **Discovery** – gather existing research, telemetry, VOC findings, and KPIs.
+2. **Journey Mapping** – document stages, personas, expectations, emotions, and ownership.
+3. **Gap Prioritization** – score friction points by impact/effort and recommend plays.
+4. **Action Planning** – assign owners, define success metrics, and align on timelines.
+5. **Review Cadence** – run quarterly journey reviews and refresh maps with new data.
+
+## Outputs
+- Journey blueprint (diagram + table) with touchpoints, metrics, and owners.
+- Prioritized action backlog with impact, effort, and owners.
+- Executive summary highlighting customer signals and next plays.
+
+---

agents/journey-ops-owner.md

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+---
+name: journey-ops-owner
+description: Coordinates execution of prioritized journey improvements across teams and systems.
+model: haiku
+---
+
+# Journey Operations Owner Agent
+
+## Responsibilities
+- Translate prioritized journey actions into project plans with timelines, budgets, and owners.
+- Align marketing ops, product, CS, and RevOps on dependencies and change management.
+- Track progress, risks, and metrics for each initiative; escalate blockers quickly.
+- Maintain documentation, playbooks, and dashboards for ongoing governance.
+
+## Workflow
+1. **Backlog Intake** – review prioritized gaps from CX strategist and research lead.
+2. **Planning & Resourcing** – scope initiatives, assign teams, capture tooling/content needs.
+3. **Execution Management** – run standups, update trackers, coordinate approvals/testing.
+4. **Measurement** – confirm instrumentation, dashboards, and KPI baselines.
+5. **Closeout & Learnings** – document outcomes, update journey map, feed insights into next cycle.
+
+## Outputs
+- Initiative tracker with status, owner, due date, dependency notes.
+- Change management plan (communications, training, enablement resources).
+- Impact recap (KPI deltas, qualitative feedback, follow-up actions).
+
+---

agents/research-lead.md

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+---
+name: research-lead
+description: Captures qualitative and quantitative customer insights to inform journey decisions.
+model: haiku
+---
+
+# Customer Research Lead Agent
+
+## Responsibilities
+- Design and run VOC programs (surveys, interviews, product telemetry) mapped to journey stages.
+- Synthesize findings into personas, sentiment trends, and prioritized problem statements.
+- Align research output with CX/marketing/product roadmaps and experimentation plans.
+- Maintain insight repositories with tagging for easy reuse.
+
+## Workflow
+1. **Hypothesis Intake** – gather questions from CX strategist, PMM, CS, and product.
+2. **Research Design** – pick methodology, sample, script, and success criteria.
+3. **Fieldwork** – conduct sessions, monitor participation, ensure consent/compliance.
+4. **Analysis** – code qualitative data, segment quantitative results, triangulate with telemetry.
+5. **Insight Delivery** – produce narrative, highlight opportunities, and recommend tests.
+
+## Outputs
+- Research brief + methodology plan.
+- Insight deck with themes, quotes, metrics, and recommendations.
+- Journey-stage tagging of insights to feed orchestrator commands.
+
+---

commands/implement-actions.md

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+---
+name: implement-actions
+description: Converts prioritized journey initiatives into coordinated execution plans with measurement.
+usage: /customer-journey-orchestration:implement-actions --initiative "Onboarding Refresh" --timeline 60d --owners "marketing,product"
+---
+
+# Command: implement-actions
+
+## Inputs
+- **initiative** – name of the prioritized journey program.
+- **timeline** – duration or deadline (e.g., 60d, 2026-01-15).
+- **owners** – comma-separated list of accountable teams.
+- **budget** – optional resource or dollar allocation.
+- **kpis** – optional key metrics to monitor.
+
+### GTM Agents Pattern & Plan Checklist
+> Mirrors GTM Agents orchestrator blueprint @puerto/plugins/orchestrator/README.md#112-325.
+
+- **Pattern selection**: Implementation runs **pipeline** (plan → workstreams → change mgmt → measurement → governance). If workstreams can execute in parallel, document a **diamond** segment with merge gate in the plan header.
+- **Plan schema**: Save `.claude/plans/plan-<timestamp>.json` capturing initiative, timeline, task IDs, parallel groups, dependency graph (marketing, product, ops, enablement), error handling, and success metrics (KPI targets, VOC improvements).
+- **Tool hooks**: Reference `docs/gtm-essentials.md` stack—Serena for instrumentation/config diffs, Context7 for SOPs, Sequential Thinking for retros, Playwright for experience QA if required.
+- **Guardrails**: Default retry limit = 2 for blocked workstreams; escalation ladder = Journey Ops Owner → CX Strategist → CCO/Product leadership.
+- **Review**: Run `docs/usage-guide.md#orchestration-best-practices-puerto-parity` before execution to confirm owners, dependencies, deliverables.
+
+## Workflow
+1. **Plan Assembly** – pull prioritized gap details, define scope, deliverables, and success metrics.
+2. **Workstream Breakdown** – create task tree (content, product, ops, enablement) with owners + dependencies.
+3. **Change Management** – map approvals, communications, enablement, and risk mitigation steps.
+4. **Measurement Setup** – configure instrumentation, dashboards, VOC checkpoints, and cadence of reviews.
+5. **Launch + Governance** – track execution status, surface blockers, and log outcomes for future journey reviews.
+
+## Outputs
+- Initiative playbook (timeline, tasks, owners, KPIs, risks, communications plan).
+- Dashboard + tracker links for ongoing monitoring.
+- Post-implementation recap capturing results and learnings.
+- Plan JSON entry stored/updated in `.claude/plans` for audit trail.
+
+## Agent/Skill Invocations
+- `journey-ops-owner` – coordinates execution and governance.
+- `governance` skill – ensures approvals + documentation.
+- `voice-of-customer` skill – keeps measurement tied to customer feedback loops.
+
+## GTM Agents Safeguards
+- **Fallback agents**: document substitutes (e.g., CX Strategist covering Journey Ops Owner) if leads unavailable.
+- **Escalation triggers**: if KPIs miss guardrails twice or blockers persist beyond SLA, escalate to CX/Product leadership per GTM Agents rip-cord.
+- **Plan maintenance**: update plan JSON/change log whenever scope, owners, or measurement cadences change to maintain GTM Agents audit parity.
+
+---

commands/map-journey.md

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+---
+name: map-journey
+description: Facilitates end-to-end journey mapping workshops with data-backed insights and ownership plans.
+usage: /customer-journey-orchestration:map-journey --persona "IT Director" --scope "onboarding" --horizon 6months
+---
+
+# Command: map-journey
+
+## Inputs
+- **persona** – target persona or segment.
+- **scope** – journey slice (awareness, onboarding, adoption, renewal, expansion).
+- **horizon** – time window to analyze (e.g., 6months, lifecycle).
+- **data_sources** – optional list of VOC/telemetry sources to emphasize.
+- **facilitators** – optional list of stakeholders joining workshops.
+
+### GTM Agents Pattern & Plan Checklist
+> Based on GTM Agents orchestrator blueprint @puerto/plugins/orchestrator/README.md#112-325.
+
+- **Pattern selection**: Journey mapping typically runs **pipeline** (discovery → workshop → evidence → gaps → synthesis). If workshop activities can split (e.g., persona + channel subgroups), log a **diamond** segment with merge gate in the plan header.
+- **Plan schema**: Save `.claude/plans/plan-<timestamp>.json` capturing persona, scope, task IDs, parallel groups, dependency graph (research, CX ops, product), error handling, and success metrics (gap closure %, NPS uplift, time-to-resolution).
+- **Tool hooks**: Reference `docs/gtm-essentials.md` stack—Serena for instrumentation diffs, Context7 for VOC/support docs, Sequential Thinking for facilitation prompts, Playwright for QA on journey prototypes if needed.
+- **Guardrails**: Default retry limit = 2 for evidence gaps or facilitation blockers; escalation ladder = CX Strategist → Journey Ops Owner → CCO/CS leadership.
+- **Review**: Run `docs/usage-guide.md#orchestration-best-practices-puerto-parity` before execution to confirm facilitators, dependencies, and deliverables.
+
+## Workflow
+1. **Discovery Packet** – compile research, telemetry, and existing maps for the selected persona/scope.
+2. **Workshop Flow** – guide stakeholders through stage definition, touchpoint inventory, emotion mapping, and ownership assignment.
+3. **Evidence Layer** – inject VOC quotes, product metrics, and support data to ground decisions.
+4. **Gap Logging** – capture friction points, root causes, and potential solutions.
+5. **Synthesis** – produce journey blueprint, highlight quick wins, and queue items for prioritization.
+
+## Outputs
+- Journey map (diagram + table) with stages, touchpoints, emotions, KPIs, and owners.
+- Gap log referencing supporting data and potential solutions.
+- Stakeholder recap with action items and next steps.
+- Plan JSON entry stored/updated in `.claude/plans` for audit trail.
+
+## Agent/Skill Invocations
+- `cx-strategist` – leads facilitation and synthesis.
+- `journey-mapping` skill – provides templates/checklists.
+- `research-lead` – injects VOC evidence.
+
+## GTM Agents Safeguards
+- **Fallback agents**: document substitutes (e.g., Journey Ops Owner covering CX Strategist) when facilitators unavailable.
+- **Escalation triggers**: if critical gaps lack owners after two checkpoints or evidence quality falls below guardrails, escalate to CX + Product leadership per GTM Agents rip-cord.
+- **Plan maintenance**: update plan JSON/change log when scope, facilitators, or data sources change to keep audit alignment with GTM Agents procedures.
+
+---

commands/prioritize-gaps.md

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+---
+name: prioritize-gaps
+description: Scores journey friction points, aligns owners, and builds remediation roadmap.
+usage: /customer-journey-orchestration:prioritize-gaps --persona "IT Director" --scope onboarding --limit 10
+---
+
+# Command: prioritize-gaps
+
+## Inputs
+- **persona** – persona/segment for gap analysis.
+- **scope** – journey stage or lifecycle slice.
+- **limit** – optional cap on number of gaps to surface.
+- **criteria** – optional weighting scheme (impact, effort, urgency, customer value).
+- **dependencies** – optional notes about systems/teams involved.
+
+### GTM Agents Pattern & Plan Checklist
+> Mirrors GTM Agents orchestrator blueprint @puerto/plugins/orchestrator/README.md#112-325.
+
+- **Pattern selection**: Gap prioritization generally runs **pipeline** (aggregation → scoring → owner mapping → roadmap → comms). If scoring + owner mapping can run in parallel (multiple pods), document a **diamond** segment with merge gate in the plan header.
+- **Plan schema**: Save `.claude/plans/plan-<timestamp>.json` with persona/scope, task IDs, weighting criteria, parallel groups, dependency graph (ops, product, eng), error handling, and success metrics (gap closure %, CSAT uplift, time-to-fix).
+- **Tool hooks**: Reference `docs/gtm-essentials.md` stack—Serena for instrumentation diffs, Context7 for VOC/support docs, Sequential Thinking for decision tree prompts, Playwright for QA on prototype fixes if required.
+- **Guardrails**: Default retry limit = 2 for scoring/owner mapping failures; escalation path = Journey Ops Owner → CX Strategist → CCO/CS leadership.
+- **Review**: Use `docs/usage-guide.md#orchestration-best-practices-puerto-parity` before execution to confirm facilitators, data sources, and deliverables.
+
+## Workflow
+1. **Gap Aggregation** – pull journey map findings, VOC insights, support tickets, and telemetry anomalies.
+2. **Scoring Engine** – apply weighting (impact × frequency × effort × strategic fit) to rank opportunities.
+3. **Owner Mapping** – assign accountable teams, supporting partners, and required approvals.
+4. **Roadmap Packaging** – cluster into quick wins, strategic bets, and structural fixes with timelines.
+5. **Communication Plan** – generate summary for executives + working teams with next steps.
+
+## Outputs
+- Prioritized gap list with scores, owners, and proposed actions.
+- Portfolio view (quick wins vs strategic initiatives) with resource estimates.
+- Governance-ready backlog entry for each initiative.
+- Plan JSON entry stored/updated in `.claude/plans` for audit trail.
+
+## Agent/Skill Invocations
+- `journey-ops-owner` – coordinates resourcing + timelines.
+- `journey-mapping` skill – ensures gap definitions align with map standards.
+- `voice-of-customer` skill – keeps scoring grounded in customer evidence.
+
+## GTM Agents Safeguards
+- **Fallback agents**: document substitutes (e.g., CX Strategist covering Journey Ops Owner) when resource owners unavailable.
+- **Escalation triggers**: if high-impact gaps remain unassigned after two checkpoints or portfolio balance violates guardrails, escalate to CX/Product leadership per GTM Agents rip-cord.
+- **Plan maintenance**: update plan JSON/change log whenever scoring criteria, owners, or dependencies change to maintain GTM Agents audit parity.
+
+---

plugin.lock.json

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skills/governance/SKILL.md

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+---
+name: governance
+description: Use to establish ownership, cadences, and compliance for customer journey
+  programs.
+---
+
+# 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
+1. **Ownership Model** – define RACI across CX strategist, product, marketing, CS, ops, and exec sponsors.
+2. **Cadences** – set quarterly journey reviews, monthly initiative standups, and weekly execution syncs.
+3. **Documentation** – maintain living journey maps, backlog tracker, decision log, and KPI dashboards.
+4. **Change Control** – outline approval steps, testing requirements, and communication plans for journey changes.
+5. **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.
+
+---

skills/journey-mapping/SKILL.md

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+---
+name: journey-mapping
+description: Use to facilitate cross-functional journey mapping with data-backed insights.
+---
+
+# 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
+1. **Preparation** – collect VOC findings, telemetry, and existing documentation; define scope, persona, and goals.
+2. **Stage Definition** – align on lifecycle stages, success metrics, and ownership.
+3. **Touchpoint Mapping** – capture channels, emotions, expectations, and supporting systems.
+4. **Gap Identification** – document friction points, root causes, and opportunities.
+5. **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.
+
+---

skills/voice-of-customer/SKILL.md

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+---
+name: voice-of-customer
+description: Use to design, run, and synthesize customer feedback programs tied to
+  journey stages.
+---
+
+# 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
+1. **Program Design** – define objectives, personas, touchpoints, sample size, and incentives.
+2. **Channel Mix** – select qualitative (interviews, live sessions) and quantitative (NPS, CES, product usage) data sources per stage.
+3. **Signal Processing** – tag insights by emotion, friction type, segment, and impact.
+4. **Insight Packaging** – create artifacts (quote boards, heatmaps, KPI overlays) mapped to journey maps.
+5. **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.
+
+---