Kindred's Shift Towards Journey Centricity: Learnings From a Leader — Christophe Dhaisne скачать в хорошем качестве

Kindred's Shift Towards Journey Centricity: Learnings From a Leader — Christophe Dhaisne

In this video, we explore the question of whether a business can become customer-obsessed without becoming journey-centric. Christophe Dhaisne, CX Strategic Consultant and former Head of CX at Kindred Group*, one of the world's largest online sports betting and gaming companies, will share his experience of restructuring the Kindred delivery model around 7 core experiences and embracing journey centricity at scale. Join us as we learn how Kindred Group reimagined itself to embrace a customer outside-in approach and the shift in mindset and operations that customer obsession requires. If you're interested in learning how to become more journey-centric and customer-obsessed in your own business, this video is for you! *Kindred was recognized as a leader in journey centricity by Forrester in 2021. #journeycentricity #cjm #journeymanagement #journeyorchestration 00:00 — About UXPressia 01:00 — About Christophe 02:50 — About Kindred 05:43 — Customer obsession & journey-centricity 09:27 — Why Kindred decided to become journey-centric 12:21 — Guiding principles for new structure 14:00 — 7 key experiences 16:00 — 6 dimensions of the Experience Role 19:21 — The experience delivery model 23:09 — The structure of the organization 25:09 — Choosing the relevant journeys 27:23 — Setting the visions for the to-be experiences 31:55 — The culture 33:18 — Getting the talent on board 34:14 — Metrics 36:20 — Transforming the process: Triple Diamond Overview 40:22 — The systems and tools that enable processes 42:05 — The results: NPS, retention, employee satisfaction, CSAT 47:53 — ...but the tables turned 49:52 — Wrap up 52:20 — Q&A: What would Christophe do differently now? 59:10 — Q&A: Challenges that turned into key learnings for the future 1:05:53 — Q&A: Who participated in the journey-centricity restructuring process? Christophe Dhaisne —   / christophedhaisne   USEFUL LINKS 💡 Case studies: journey mapping with UXPressia https://freebies.uxpressia.com/journe... 📚 Free customer journey mapping guide https://freebies.uxpressia.com/journe... 🤝 New trends and directions in experience mapping https://uxpressia.com/blog/experience... Customer Journey Mapping Online Tool — https://uxpressia.com/customer-journe... Sign up for a free demo here 👉 https://uxprs.typeform.com/to/AI4CQg#... MUSIC https://www.bensound.com