Introducing journey-centric experience management

Many Experience Management programs today struggle to realize substantial value from their efforts – often because they focus on incremental touchpoint improvements rather than optimizing end-to-end customer or employee journeys. In this report, we introduce the concept of “Journey-Centric Experience Management (JCXM),” which is an approach that aligns XM efforts around journeys to maximize their impact on business and experience outcomes. Adopting JCXM will help XM programs unlock the full potential of their work and create sustainable value for customers, employees, and the business.