Home » Institute for Journey Management
Let’s be candid. The term “customer journey” has become one of the most ubiquitous phrases in the modern marketing lexicon. We map them, we analyze them, we talk about optimizing them in nearly every strategy meeting. It’s the conceptual North Star for how we think about customer-centricity. And yet, for many enterprise organizations, the practical application of managing these journeys in a cohesive, orchestrated, and value-driven way remains elusive.
Global CX innovator Raymond Gerber has released his groundbreaking book, Journey to Customer Obsession: A Blueprint for CX Maturity and Enterprise Transformation, now available on Amazon in hardcover, paperback, and Kindle editions
Today, we’re going to talk about the exciting new Institute for Journey Management and how it’s helping businesses unlock the power of customer-centricity in a complex and ever-changing world.
To help me discuss this topic, I’d like to welcome, Mark Smith and Raymond Gerber from the Institute for Journey Management.
