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For Customer Experience Professionals

Journey Centricity: Learn From The Leaders

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

June 1, 2020

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Why Read This Report

Customer-obsessed leaders across industries are transforming their firms toward journey centricity. Why? Because journeys are their customers' lived realities, which are rarely the same as the company's imagined business processes. But we've seen many firms get the balance wrong between the operational levers that are key to this transformation, so we interviewed customer experience (CX) leaders at firms that are well on their way. Based on their insights, this report explains how to get the balance right as you transform toward journey centricity.

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Table of Contents

  • Journey Centricity Is Good For Business
  • Learn From The Leaders: Overcome Six Journey-Centricity Pitfalls
  • Recommendations

  • Chart Your Course Toward Journey Centricity
  • Supplemental Material
  • Related Research Documents

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