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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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Implementing the Customer-Centric Mandate: Journey management from the perspective of large organisationsWarren DuffyTouchpoint 14 No. 3 (2023)https://doi.org/10.30819/touchpoint.14-3.12 pp: 61-67 2024-03-11 |
Duffy, W. (2023). Implementing the Customer-Centric Mandate: Journey management from the perspective of large organisations. Touchpoint, 14 (3), 61-67. doi:10.30819/touchpoint.14-3.12
@article{Duffy_2023,
doi = {10.30819/touchpoint.14-3.12},
url = {https://doi.org/10.30819/touchpoint.14-3.12},
year = 2023,
publisher = {Logos Verlag Berlin},
volume = {14},
number = {3},
pages = {61-67},
author = {Warren Duffy},
title = {Implementing the Customer-Centric Mandate: Journey management from the perspective of large organisations},
journal = {Touchpoint}
}
url = {https://doi.org/10.30819/touchpoint.14-3.12},
year = 2023,
publisher = {Logos Verlag Berlin},
volume = {14},
number = {3},
pages = {61-67},
author = {Warren Duffy},
title = {Implementing the Customer-Centric Mandate: Journey management from the perspective of large organisations},
journal = {Touchpoint}
Abstract
The film Everything Everywhere All at Once was 2022’s runaway hit, winning praise for blending characters, genres and timelines. To some, it made perfect sense – to others, it was chaos. I saw in it a parallel to the environment in which in-house customer experience (CX) teams operate, especially in large organisations with millions of customers and thousands of employees. With multiple user segments, business goals, time horizons and journeys – it’s everything, everywhere, all at once!
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