The Stages of Transformation to Journey Centricity

This chapter explores the three phases that companies undergo to become journey centric, from activating journey thinking and implementing operational levers to thinking in journey terms across the organization. It highlights the importance of orchestrating cross-functionally and using predictive metrics to drive data-driven decisions. The chapter also discusses various catalysts that enable the transformation towards journey-centricity, including mind shifts, CX-immersion sessions, and storytelling.