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For Customer Experience Professionals

Case Study: Nissan Transforms CX And EX Through Seven Customer Journeys

How Nissan Embraced A Journey-Centric Operating Model To Deliver Customer Value And Business Growth

December 10, 2020

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Why Read This Report

Since 2018, Nissan has been on a path to transform its legacy systems and operating model to create a best-in-class integrated customer journey in order to grow its customer base, reduce costs, and boost retention. Customer experience (CX) pros should read this case study to learn how Nissan overhauled seven key customer journeys and changed how it's organized to rapidly adapt and respond to future customer needs.

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Table of Contents

  • Vision: Nissan Wanted To Step Into The Customer's Shoes
  • Strategy: Elevate The Car Buying Experience
  • Execution: Nissan Pulled Six Journey-Centricity Levers
  • Results: Nissan's Ongoing Transformation Is Delivering
  • Next Steps: New Operating Model Is Business As Usual
  • Recommendations

  • Place CX Transformation At The Heart Of Business Strategy
  • Supplemental Material
  • Related Research Documents

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