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 

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