Segments Aren’t Dead: Why They Still Power Customer Journey Management

Walk into any marketing team strategy session, and you’ll hear about customer journeys. 

Every marketer wants real-time personalization, triggered actions, and behavior-driven flows, and customer journey management is the path to achieving it. They see segmentation as old-school because segments are static and batched, not designed to support agile, real-time use cases. 

But are segments really going extinct in the age of the customer journey? 

Getting past the hype

It’s easy to get caught up in the hype of customer journeys. As customers demand more personalized, targeted experiences, journeys can help redefine engagement and deliver on those expectations. 

That’s why Treasure Data’s customer journey orchestration tool is integrated into the CDP and makes it easy to build omnichannel journeys with no coding expertise required. Many other multi-channel marketing hub products also include at least some form of journey orchestration capabilities. 

But while journeys may be the future, they don’t work in a vacuum. Segments still have a role to play. You can’t have a journey without a starting cohort or condition – that’s basically a segment. Even dynamic triggers rely on segment-like logic (e.g., “users who did X by not Y”).

Segmentation is also foundational to analytics and targeting, integral to an intelligent customer data platform. There are many benefits to customer segmentation:

• For example, you use segments to help you understand your customers (e.g., “who are my top buyers?”) and to measure campaign effectiveness. 
• Segments are also needed for targeting, whether A/B testing different groups, rolling out new features, or sending specific messages (e.g., “Let’s test this email with our high-intent group.”). 
• Even AI/ML model training uses segments as the input for training predictive models. 

So no, segments are not going away. But they are evolving.

The evolution, not end, of segments

Segments aren’t disappearing; they are becoming more sophisticated. They are shifting from manually created, static lists to dynamic, computed audiences. You may not define them the way you’re used to because the UI/UX will hide them behind flows like “when X happens, do Y.” But under the hood, that’s still segmentation logic. 

Also, in AI-first CDPs like Treasure Data, segments can be suggested or auto-generated by AI, rather than built manually. Our Audience Agent, which is included in AI Agent Foundry, is a great example of how AI agents are taking on the role of generating segments for you. Using a chat interface, you can instantly analyze cross-channel behaviors to uncover high-value segments, build dynamic audiences based on real-time engagement signals, and even launch smart campaigns faster with AI-powered insights.

We think of it this way: the customer journey is like an orchestra, a combination of instruments (channels, touchpoints, messages) playing together to deliver a cohesive, engaging experience. Although a single instrument on its own can work and sound great, without the right combination of instruments, the experience may be inconsistent or disjointed. 

Segments are the sheet music. They tell the orchestra what to play and how to play together (the audience, behaviors, conditions). Without sheet music to bring structure to the orchestra, each instrument may play different music or the same music out of sync. 

The big difference today is that AI is now writing the music. It is the composer, changing the sheet music in real-time based on how the audience responds, to deliver the most engaging performance for that audience, at that time. Of course it can’t do this well without a great data platform in the first place – one reason Treasure Data’s AI Agent Foundry and AI Agents are well equipped to accelerate successful customer experience outcomes.

You need journey orchestration and segmentation to future-proof CX

The question becomes, should you invest in journey orchestration or segmentation? The reality? The most effective strategies rely on both:

• Data-driven, rules-based customer segmentation to help define and target audiences, and
• Journey management to deliver end-to-end customer journeys and personalized experiences at scale

At Treasure Data, we continue investing in customer journey orchestration and segmentation capabilities because we continue to see the combination enabling great customer success. For example, Sumitomo Mitsui Banking Corporation (SMBC), one of Japan’s leading banks, uses a combination of segmentation and journey orchestration to improve conversion rates. 

SMBC uses the Treasure Data Journey Orchestration tool to create combinations of delivery scenarios and targeted content by customer segments. As a result, it’s easier for them to try out activations from different directions, improve customer journeys, and expand their range of work. And with AI, they can do it all at scale.

Integrate journeys and segments to deliver the best customer experiences

Don’t fall for “segments are dead” or the either/or narrative. Segments aren’t going the way of the dodo. They are evolving to become smarter and more dynamic, and remain one of the most popular products in Treasure Data CDP. Journey orchestration may be the future of engagement, but it still depends on smart audience design.

The most successful customer-centric organizations will master both data-driven customer segmentation and sophisticated customer journey management, and they will leverage AI to help deliver exceptional, personalized experiences at scale.