Best Practice Report

How CX Teams Must Adapt To Steer A Journey-Centric Transformation

Tasks And Responsibilities To Activate And Evolve Journey Centricity

December 13th, 2023
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Martin Gill , Judy Weader , Su Doyle , Victoria Manes , Demi Starks

Summary

CX pros play a key role in kick-starting journey-centric transformations and guiding their firms through three phases — activate, connect, and extend. They transform six operational levers at each phase to become journey-centric, taking on responsibilities like skills building, stakeholder management, governance, and scaling. This report contains a menu of tasks that CX teams can assume to steer a journey-centric transformation.

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