395: Practitioner Stories: Embracing Journey Centricity At Nissan

Featuring:

Jivesh Juneja, Customer Journey Director, Nissan

Show Notes:

Since 2018, Nissan has been on a path to transform its legacy systems and operating model to make customer journeys the center of value creation and create a best-in-class integrated customer journey. Jivesh Juneja, Customer Journey Director at Nissan, joins the CX Cast to discuss Nissan’s journey from embracing customer journey mapping to scaling out journey management and adopting a journey-centric operating model. We discuss:

What is a journey centric operating model?
What are the key benefits Nissan has seen from this approach?
What has Nissan learned from the transformation?
How is Nissan connecting outside-in customer journeys to value streams to speed delivery?

401: How To Drive Growth By Aligning Your Brand Promise With CX

The CX Cast 4 days ago

Why should CX professionals care about brand experience (BX)? Forrester VP, Principal Analysts Dipanjan Chatterjee and Thomas Husson join the podcast to discuss the challenges organizations face in delivering a total experience and shed light on how BX can help drive growth.

Listen Now

Podcast

400: The CX Culture Change Blueprint

The CX Cast April 15, 2025

CX transformation requires leaders to determine the specific employee behaviors that drive customer loyalty and shape the conditions that enable them to activate the entire workforce to demonstrate customer focus. In this episode, Angelina introduces a blueprint consisting of three key steps: 1) describing current and ideal culture; 2) assessing the current culture; and 3) leading culture change.

Listen Now

Get The Insights At Work Newsletter

Country*

Yes, I’d like to receive Forrester’s Insights At Work newsletter and receive occasional survey invitations and marketing communications.

Thanks for signing up.

Stay tuned for updates from the Forrester blogs.