Have You Developed Your Journey-Centric Transformation Roadmap?

Use Forrester’s Evaluation To Develop Your Journey-Centric Transformation Roadmap

Journey centricity requires a change in working mannequin, shifting six operational levers in live performance, by means of three phases of transformation: activate, join, and lengthen. It requires a transparent plan to information progress throughout levers, journey groups, and geographies.

CX leaders should steer their corporations to:

Rework by means of three phases. Within the activate section, you might want to determine an govt sponsor, construct a strawman journey atlas, and prioritize lighthouse journeys to construct success tales. Within the join section, firms set up govt alignment and embed a common journey framework extra deeply within the group. Within the lengthen section, you want a single senior-level journey prioritization discussion board that informs company planning, built-in everlasting journey groups, and journey benchmarking and predictive analytics to drive superior speculation testing and optimization.
Transfer six operational levers to drive change. Advancing to journey centricity requires shifting six operational levers, and it’s greatest to deal with them in live performance. In actuality, nearly all of firms have imbalances that imply that some operational levers are extra superior than others. Some corporations have CX groups and cross-functional committees (construction) in place however no expertise to research journey insights at pace and shoddy processes to drive motion from these insights. Others spend money on journey mapping software program earlier than establishing a cross-functional workforce to operationalize insights. Main your transformation successfully requires having the ability to tackle main imbalances.

It’s Time To Construct A Roadmap To Handle Gaps And Imbalances In Six Operational Levers!

 Now we have turned Forrester’s journey-centricity framework into an evaluation to assist CX leaders gauge the standing of key practices for every of the six operational levers. To make use of Forrester’s journey-centric transformation framework and evaluation:

Learn concerning the journey-centric revolution. This report guides CX professionals by means of the three phases of the journey-centric revolution.
Perceive how different journey-centric firms have improved. For a number of years, Forrester has interviewed journey-centric corporations to gather greatest practices on how they shifted focus from channels and touchpoints to journeys. Learn associated analysis on journey centricity to be taught from leaders about constructing a roadmap for journey-centric transformation and from Nissan and ON case research about remodeling CX by means of buyer journeys.
E-book a steering session to learn the way and when to make use of the evaluation. A steering session will enable you take inventory of the place you’re, get skilled recommendation in your readiness to embrace a journey-centric transformation, and decide the proper time to take the evaluation and the individuals to contain.
Work with Forrester Consulting to run/analyze the evaluation and cocreate a roadmap. Have interaction the Forrester Consulting workforce to assessment related paperwork that designate the prevailing technique and journey-centricity initiatives, subject a survey to collect perception about every lever and general maturity, analyze the outcomes, conduct stakeholder interviews to realize deeper insights into the enterprise context, and run workshops to deep dive into vibrant spots, areas for enchancment, and greatest practices from different organizations in addition to cocreate a roadmap for journey-centric transformation particular to your group.

What Are The Advantages Of Constructing A Roadmap For Journey-Centricity?

Whereas it is very important gauge which section of transformation an organization is in, the final word goal of the evaluation is to construct a roadmap for journey-centricity.

Which of the three phases of transformation applies to your group.
Which operational levers are extra and fewer superior.
Validate vibrant spots and rejoice successes.
Standardize journey-centricity practices throughout particular person journey groups.
Prioritize journey-centricity maturity catalysts and keep away from pitfalls.
Uncover areas of misalignment inside journey groups to boost consciousness and educate.
Establish areas of focus for the central CX workforce.

So the place do you go from right here? Take heed to the CX Forged episode about journey-centricity, to listen to extra about fostering buyer obsession by means of journey centricity. If you’re a Forrester consumer, take a look at the 2 model new studies on journey-centricity: Forrester’s Journey-Centric Transformation Evaluation And Roadmap Builder and Classes Realized In Constructing A Roadmap For Journey-Centric Transformation. You can even attain out for a steering session or inquiry with me.