ADEO Dev x Data x PMS 2024

Let's face it - It's difficult to be customer centric! As big organizations, we often have to work in silos, and being customer centric would mean too much manual work to get aligned, with not enough real-time data to support us, thus R&D resources are inevitably wasted with duplicated effort. In the quest to seek an operation model that supports customer centricity, many large companies start to leverage the power of Customer Journeys, and are becoming Journey-centric. In this talk, we will focus on the key business impact of Journey Management, in the context of Adeo's new Global Framework as a key instrument for standardization. We will also discuss how Journey Management can be operationalized on different levels of the organization with multiple stakeholders, and how to start small and scale fast.