Cecilie Kobbelgaard was tasked with driving journey orchestration at Grundfos. But the Global Customer Journey Manager recognized that the organization needed the basics first. So, she led the development of a customer journey mapping “cookbook”, turned the cookbook into skills, built a journey atlas, and standardized the approach so different business units were working the same way – just to name a few accomplishments.
Featuring:
Cecilie Kobbelgaard, Global Customer Journey Manager, Grundfos
Show Notes:
Cecilie Kobbelgaard was tasked with driving journey orchestration at Grundfos. But the Global Customer Journey Manager recognized that the organization needed the basics first. So, she led the development of a customer journey mapping “cookbook”, turned the cookbook into skills, built a journey atlas, and standardized the approach so different business units were working the same way – just to name a few accomplishments. We discuss:
How to gain traction in an organization with varying maturity in journey-centricity
How to measure the value of progress
Where her team confronted the biggest challenges to progress
Developing a standardized approach to future-state journey mapping
