Ep.10 - Transforming CX at Nissan - Jivesh Juneja

Visit ⁠⁠www.theydo.com⁠⁠ SummaryIn this episode of The Experience Edge, Jivesh Juneja, Customer Journey Director at Nissan, shares how he’s reshaped customer experience for over 500 million annual visitors.Discover how Nissan shifted from product-centric to customer-focused strategies by streamlining operations with the Try, Buy, Use framework. They leveraged data to enhance customer journeys and identify "serious buyers."Jivesh also shares practical advice on fostering innovation, building cross-functional teams, and driving measurable business outcomes.Guest Bio Jivesh Juneja is a visionary business leader and technology enthusiast, currently spearheading innovation at Nissan Motor Corporation. With over a decade of expertise in digital product management and customer experience, he employs a data-driven approach to managing customer journeys. Notably, he has optimized digital platforms with over 80 million annual visitors and enhanced integration across all customer touchpoints.Jivesh has a remarkable track record of leading large teams, managing high-stakes projects, and collaborating with senior stakeholders to deliver transformative results. It’s rare to have a journey director on the show whose expertise spans business development, omnichannel marketing, communication strategy, data analysis, and project management.Chapters:00:00 Introduction to Jivesh Juneja and His Expertise01:16 Transitioning to Customer Journey Director at Nissan02:22 Nissan’s Shift to Journey-Centric Transformation05:07 Organizing Around the Try-Buy-Use Framework08:56 Balancing Optimization and Innovation13:23 Implementing Scaled Agile Framework (SAFe) for Customer Journeys18:25 Aligning Teams Around Value Streams24:32 Prioritization Through Journey Taxonomy31:26 Quarterly Planning and Continuous Improvement Rituals38:18 Measuring Success with Data and Metrics43:55 Securing Executive Buy-In for Transformation46:01 Lessons Learned from Journey Transformation52:26 Shifting from Product-Centric to Customer-Centric Thinking56:09 Lightning Round: Jivesh’s First, Last, Worst, and Best Journeys01:04:56 Closing Remarks and Jivesh’s Contact DetailsFollow Jivesh - ⁠⁠https://www.linkedin.com/in/jiveshjuneja/Follow Jochem - ⁠https://www.linkedin.com/in/jochemvanderveer/