We continue our series on Prudential’s CX transformation by interviewing John Sciacchitano, VP, Head of Journey Management. He describes a framework of journey management that's sensitive to stakeholder and customer mindsets.

379: Journey Mapping Masterclass 1: Frame The Effort

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.