Case Study

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 10th, 2020
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Martin Gill , Clarissa Skinner , Shayna Neuburg

Summary

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. Effectively leading a journey-centric transformation requires being able to pull six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. Customer experience (CX) pros should read this case study to learn how Nissan overhauled seven key customer journeys that cover the lifetime of a Nissan customer and changed its operating model to rapidly adapt and respond to future customer needs.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.