The Cultural Shift in Customer Journey Design

Peter Wordsworth discusses the significant cultural shift in designing customer processes, emphasizing the need to ensure customers reach the best possible outcome (B) rather than just moving them from A to B. This new approach requires an added layer of design to identify when an alternative destination (C) might be more beneficial, particularly in the context of debt advice. This change aims to prioritize customer welfare in the journey.


Access this content for FREE by signing up for ROAR Membership.

Join with a Basic (free) or Plus membership (for extra features).

Create an account by clicking here or if you have an account sign in below.