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

Описание: #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.

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https://cxomni.net/events/

🗓️ The Webinar was held on March 26th, 2026 at 4 PM.