Joana de Quintanilha, VP, Principal Analyst

Show Notes:

Journey -centricity leads to higher revenue, reduced costs, and better customer experience. VP, Principal Analyst Joana de Quintanilha joins the CX Cast this week to share the importance of journey centricity and how it can help organizations foster customer obsession.

We discuss:

  • What is journey centricity? Why is this important?
  • How is journey centricity related to customer obsession?
  • What are the three stages of journey centricity?
  • What are examples of challenges, catalysts, pitfalls, and mind shifts?
  • What is the role of the CX team in journey centricity?

Listen to the full episode to hear more about fostering customer obsession through journey centricity.


See the Forrester report: How To Prioritize Customer Journeys, The Journey-Centric Revolution