469: Journey Mapping Essentials: The Journey-Centricity Roadmap

Journey mapping is valuable. Journey centricity is transformative.

In this replay, explore how to move beyond individual projects and build a journey-centric operating model that aligns teams around customer goals.

Featuring:

Joana de Quintanilha, VP, Principal Analyst

Show Notes:

Journey mapping is valuable. Journey centricity is transformative.

In this replay, explore how to move beyond individual projects and build a journey-centric operating model that aligns teams around customer goals. We discuss:

What journey centricity is and why it matters.

How journey centricity supports customer obsession.

The stages organizations progress through on their journey-centricity roadmap.

Common challenges, catalysts, and mindset shifts.

The evolving role of the CX team in driving change.