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  • Customer Experience
  • Drive revenue with customer experience
  • Joana de Quintanilha
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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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  • 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 Quintanilha

    Since 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...

  • Report Journey Centricity: Learn From The Leaders

    How To Get The Balance Right Between Your Firm's Operational Levers For Transformation
    June 1, 2020 | Joana de Quintanilha

    Customer-obsessed leaders across industries are transforming their firms toward journey centricity. Why? Because journeys are their customers' lived realities, which are rarely the same as the...

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