Based on a holistic view of common customer experience challenges facing organizations, there exists a unique opportunity to take needed and bold steps to transform the aspects of business that need to transform in order to:
Find out why these tectonic shifts and achievable new capabilities have created the “journey economy” and what you need to do to win in this new economy.
“Winners in this economy will break down silo perspectives by aligning responsibilities, accountability, technology, data flow and metrics to a journey perspective.”
-Hank Brigman | SVP/Practice Lead, Service Journey Strategies
Read How to Win the Journey Economy to understand how layering a journey model over your departmental structure achieves the strategic goals of:
And how a journey model improves the integration of the critical CX activities, technology, data flow and tactics that increase:
More than concepts, How to Win the Journey Economy shares a CX Transformation Maturity Model that helps organizations see where they are and the stages to achieve to improve CX maturity and results.
Finally, a more holistic approach to CX that addresses the foundational conflict of vertically focused departments/siloes with customer service journeys that traverse horizontally across those vertical silos.