Webinar – The 3 Phases of a Customer Journey-Centric Transformation

Video

To become customer journey-centric, it requires a change in the DNA of your organization at every level of the business. Journey-centricity is a fundamentally different way of thinking that yields enriched experiences for customers and employees and has a transformative impact on revenues.

The challenge is, many companies know that they need to transform, but struggle with where to get started or how to enhance their current strategy.

In this webinar, guest Joana de Quintanilha, VP, Principal Analyst at Forrester Research and Mark Smith, CSG’s VP of Digital Engagement Solutions, will discuss the importance of investing and operationalizing journey-centricity as well as how to accelerate the path to extraordinary experiences, everywhere.

Key takeaways:

  1. Understand the 3 phases of the journey-centric revolution: activate, connect, extend.
  2. Explore benefits of incorporating journey centricity into your CX and EX strategy
  3. Enhance your journey-centric transformation with catalysts and six unique operational levers
  4. Accelerate and amplify your journey orchestration transformation by leveraging industry expertise
  5. Evolve your CX program, moving from mapping journeys to journey-centricity
  6. Learn how to prove the value of journey-centric approach