Cecilie Kobbelgaard

Cecilie Kobbelgaard, Global Customer Journey Manager at Grundfos, shares her expertise in journey orchestration. She discusses the creation of a customer journey mapping "cookbook" and a Journey Atlas to standardize practices across business units. Cecilie highlights the challenges of implementing a consistent approach in an organization with varying levels of journey maturity. She emphasizes the importance of measuring progress and engaging leadership for sustainable improvements in customer experience, shedding light on the complexities of both B2B and B2C interactions.