Trends Report

The Journey-Centric Revolution

Move Six Operational Levers In A Three-Phase Approach

June 21st, 2022
With contributors:
Martin Gill , Rick Parrish , Melissa Chaudet , Christian Prandi , Rachel Birrell


Journey-centricity leads to higher revenue, reduced costs, and better customer experience (CX). But becoming journey-centric takes many years and requires a change in operating model, moving six operational levers in concert. Executives must lead their firms through three phases of transformation: activate, connect, and extend. Everyone must embrace the mind shifts required to fuel this bold vision, leverage catalysts that can help companies cycle faster through the three phases, avoid the pitfalls, and address the challenges. This report guides CX professionals through the three phases of the journey-centric revolution.

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