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.
22:22
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Quick takeaways
- Journey-centricity can lead to higher revenue, reduced costs, and improved customer experience.
- Customer obsession and Journey-centricity are interrelated strategies that prioritize amazing customer experiences and operationalize them within the organization.
Deep dives
Key Point 1: Importance of Journey Centricity and Bold Approach
Journey Centric organizations prioritize customer journeys throughout the organization and take a bold approach to transform the operational model. Companies like Lloyd's, Nissan, and Mercedes have embraced Journey Central City and achieved better customer experience results. They break away from the status quo and adopt a cross-functional, enterprise-wide transformation, making customer journeys the focal point of their operations.
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