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.