The CX Cast 318: Journey-Centricity Roadmap
Aug 15, 2023
Discover the importance of journey centricity in fostering customer obsession and achieving higher revenue, reduced costs, and better customer experience. Learn about the stages of transformation to journey centricity, the role of customer immersion and storytelling, and the development of a tool for implementing journey-centricity in organizations.
Chapters
Transcript
Episode notes
1 2 3 4 5
Introduction
00:00 • 4min
Understanding Journey Central City and its Relationship to Customer Obsession
03:44 • 2min
The Stages of Transformation to Journey Centricity
05:40 • 11min
Customer Immersion and Storytelling in Creating a Journey-Centric Organization
17:03 • 3min
Developing a Tool for Journey-Centricity in Customer Experience
20:03 • 2min