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For Customer Experience Professionals

Journey-Centricity: A Strong Foundation For Structure

May 5, 2021

Why Read This Report

Companies can't become customer-obsessed without becoming customer-journey-centric, because journeys -- not products, channels, or business processes -- are customers' lived realities. However, there is no cookie-cutter way of embracing journey-centricity. To become journey-centric, companies must ensure broad executive support, start with a journey pilot program, experiment to prioritize speed and responsiveness, and make complementary changes to operational levers of customer obsession beyond structure.

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