Best Practice Report

Journey Centricity: Learn From The Leaders

How To Get The Balance Right Between Your Firm’s Operational Levers For Transformation

June 1st, 2020
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Martin Gill , David Truog , Shar VanBoskirk , Keith Johnston , Clarissa Skinner , Shayna Neuburg

Summary

A business can’t become customer-obsessed without becoming journey-centric. Journeys are customers’ lived realities, which are rarely the same as the company’s imagined business processes. Customer-obsessed leaders at firms like Bank of Montreal and E.ON are shifting their focus away from channels and touchpoints and toward journeys. This report shows CX pros how leading firms that move the six operational levers necessary to become journey-centric in concert, avoid major pitfalls, and get the balance right.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.