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. If you're looking to connect journey mapping, CX strategy, and organizational transformation, this episode provides a practical roadmap for making customer journeys a core part of how your business operates.
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