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FORRESTERNOW
As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »
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Nissan's Journey Maturity Staircase For Getting After-Sales Service
December 10, 2020
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Report Case Study: Nissan Transforms CX And EX Through Seven Customer Journeys
How Nissan Embraced A Journey-Centric Operating Model To Deliver Customer Value And Business Growth
December 10, 2020 | Joana de QuintanilhaSince 2018, Nissan has been on a path to transform its legacy systems and operating model to create a best-in-class integrated customer journey in order to grow its customer base, reduce costs, and...
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Report The Journey Measurement Framework Applied In B2C And B2B
A Journey Measurement Series Report
To build a journey measurement framework, customer experience (CX) pros must define in-journey signals and end-of-journey success metrics. This report provides two illustrations of these — for a...