ANALYST REPORT
Becoming a journey-centric company
To become truly customer-centric, the way your company runs should mirror the ways customers interact with you. It’s called journey-centricity and has been proven to increase revenue, reduce costs, and deliver better customer experiences.
In fact, a study by Boston Consulting Group found that by taking a ‘customer journey at scale’ approach, companies can reduce operating costs by 15-25% and increase revenue by 10-20%.
Download this free Forrester report, The Journey-Centric Revolution, to find out the three-phased approach you can take to become a journey-centric business.
In this report, you'll learn:
- How to activate the organization with lighthouse journeys, journey champions, and CX immersion
- Ways to connect via executive alignment, professionalized journey roles, and robust metrics
- Tips on extending journey-centricity into your CX ecosystem, identifying priorities based on
customer journeys, and orchestrating journeys at scale