Driving Organizational Transformation through Customer Journey Mapping
Published in
1 min readSep 24, 2019
Continuum of care — Wonderful use of a Customer Journey Map by Philips to build consensus around an inspirational purpose.
It is also a great example of a journey map driving organizational strategy. For example they divested their profitable lighting division to bring the organization closer to its purpose. I am sure it was a hard decision as Philips started their journey as a company by manufacturing light bulbs
Like all journey maps, this also encourages to look at things holistically by creating seamless experiences and not waste effort, solving episodic problems.
