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