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3min chapter
318: Journey-Centricity Roadmap
The CX Cast
Customer Immersion and Storytelling in Creating a Journey-Centric Organization
This chapter highlights the importance of customer immersion and storytelling in creating a journey-centric organization, using examples such as Mercedes-Benz sending sales executives to experience what their affluent customers go through and a dealership going above and beyond to solve a customer's problem quickly.
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