Roadmap to Customer Centricity: A Structured Journey Management Approach | cxomni Webcast скачать в хорошем качестве

Roadmap to Customer Centricity: A Structured Journey Management Approach | cxomni Webcast

#CustomerExperience #CX #JourneyManagement #CustomerCentricity #B2BSaaS #cxleadership In this webinar Johannes (Managing Director at cxomni) shares a structured roadmap to customer centricity and explains how to move from “talking about CX” to actually operationalizing it across the organization. You will learn why journey management only works when it becomes a management discipline with continuous optimisation, not a one time workshop. What we cover in this Webinar: 🧠 A practical way to turn customer journeys into actionable insights 🔁 The customer oriented learning loop that makes improvement repeatable 📈 A journey management maturity model built on best practices, including key capability dimensions like awareness, methods, roles, insight generation, processes, tools, architecture, strategy, budget and governance Want to baseline where you are today and get a clear next step? 👉 Take the Journey Management Maturity Assessment: https://cxomni.net/en/free-assessment... Chapters: 1:50 00:00 Intro: Welcome and what this session is about 00:20 🎯 From “talking about CX” to operationalizing CX 03:20 🗺️ What journey management really is (and what it is not) 06:10 🔁 The customer oriented learning loop (continuous improvement) 08:50 📊 Journey management maturity model: overview 12:40 1️⃣ Awareness: building org wide understanding 14:00 2️⃣ Methods and structures: standards for journey work 16:50 3️⃣ Roles and skills: enablement across functions 18:50 4️⃣ Ownership and responsibility: driving outcomes 21:00 5️⃣ Insight generation: keeping journeys current and actionable 23:50 6️⃣ Processes: linking external journeys with internal operations 26:50 7️⃣ Tools: when software helps and when it does not 29:40 8️⃣ Architecture and data: making insights usable at scale 32:30 9️⃣ Strategy, budget and governance: sustaining the program 37:20 ❓ Q&A and closing cxomni, as an industry leader, is the first Customer Journey Management platform that generates insights from data sources and brings them into the logic of the customer journey. All events and webinars at a glance: https://cxomni.net/events/ 🗓️ The Webinar was held on March 26th, 2026 at 4 PM.