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 three phases of transformation: activate, join, and prolong. It requires a transparent plan to information progress throughout levers, journey groups, and geographies.
CX leaders should steer their companies to:
- Rework by three phases. Within the activate part, you have to determine an govt sponsor, construct a strawman journey atlas, and prioritize lighthouse journeys to construct success tales. Within the join part, firms set up govt alignment and embed a common journey framework extra deeply within the group. Within the prolong part, 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, most firms have imbalances that imply that some operational levers are extra superior than others. Some companies have CX groups and cross-functional committees (construction) in place however no know-how to investigate journey insights at velocity and shoddy processes to drive motion from these insights. Others put money into journey mapping software program earlier than organising a cross-functional group to operationalize insights. Main your transformation successfully requires having the ability to deal with main imbalances.
It’s Time To Construct A Roadmap To Tackle Gaps And Imbalances In Six Operational Levers
We’ve 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 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 companies to gather greatest practices on how they shifted focus from channels and touchpoints to journeys. Learn associated analysis on journey centricity to study from leaders about constructing a roadmap for journey-centric transformation and from Nissan and ON case research about remodeling CX by buyer journeys.
- Guide a steering session to find out how and when to make use of the evaluation. A steering session will enable you to take inventory of the place you’re, get professional recommendation in your readiness to embrace a journey-centric transformation, and decide the fitting time to take the evaluation and the individuals to contain.
- Work with Forrester Consulting to run/analyze the evaluation and cocreate a roadmap. Interact the Forrester Consulting group to evaluation related paperwork that specify the prevailing technique and journey-centricity initiatives, subject a survey to collect perception about every lever and total maturity, analyze the outcomes, conduct stakeholder interviews to achieve 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’s vital to gauge which transformation part 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 have fun 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 focus areas for the central CX group.
So the place do you go from right here? Take heed to this CX Solid episode to listen to extra about fostering buyer obsession by journey centricity. For those who’re a Forrester shopper, take a look at these model new stories on journey centricity: Forrester’s Journey-Centric Transformation Evaluation And Roadmap Builder and Classes Discovered In Constructing A Roadmap For Journey-Centric Transformation. You may also attain out for a steering session or inquiry with me.