Summary
Journey centricity delivers measurable business outcomes — from improved customer loyalty to greater operational efficiency. But to become journey-centric, companies must rethink their operating models, roles, and responsibilities to align with customer goals. Less than one-third of firms create shared accountability for journey performance. Journey centricity demands a strategic mindset, cross-functional collaboration, and new governance structures to drive accountability and scale impact. This report guides leaders through the transformation by outlining the essential building blocks: organizational design, role clarity, team structure, processes, and cross-functional integration.
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