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
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.

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