Eckhart contributed as one of six practitioners to the new CXM Academy industry report.
My contribution focused on a few recurring patterns I see in client work:
– Organizations often think they have a journey problem, but the real issue is a lack of understanding of how customers actually try to make progress
– Decisions are made at the wrong level (products, functions, KPIs), while customer goals cut across all of them
– Journey teams exist – but usually with borrowed people, limited authority, and complex trade-offs
– Measuring impact is hard, slow, and rarely attributable to single actions
Get the full report here: From a fragmented experience to Journey Management (195 โฌ)