Summary
A business can’t become customer-obsessed without becoming journey-centric. Journeys are customers’ lived realities, which are rarely the same as the company’s imagined business processes. Customer-obsessed leaders at firms like Bank of Montreal and E.ON are shifting their focus away from channels and touchpoints and toward journeys. This report shows CX pros how leading firms that move the six operational levers necessary to become journey-centric in concert, avoid major pitfalls, and get the balance right.
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