Summary
Since 2018, Nissan has been on a path to transform its legacy systems and operating model to make customer journeys the center of value creation and create a best-in-class integrated customer journey. Effectively leading a journey-centric transformation requires being able to pull six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. It also requires adapting organizational structures as needed. Customer experience pros should read this case study to learn how Nissan overhauled seven key customer journeys that cover the lifetime of a Nissan customer.
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