Bringing the Trojan horse of journey management from JP Morgan Chase to HealthEquity

Bruno Monteiro, VP and head of digital experience at HealthEquity, joins Jochem van der Veer to share his insights on transforming organizations through journey-based models. With a wealth of experience, including his role as executive director and head of service design at JP Morgan Chase, Bruno offers a fresh perspective on aligning teams, creating value, and driving meaningful customer experiences.

Key takeaways from the conversation:

1. Journey-based transformation: Most organizations aren't structured to drive efficiency or generate tangible outcomes for customers. Bruno emphasizes the importance of shifting entire organizations to a journey-based model to create value and drive results.

2. Aligning teams across journeys: By focusing on customer journeys, businesses can connect silos and align teams around shared goals. This alignment underscores the direct link between customer value and revenue generation.

3. The critical role of journey owners: Drawing from his experience at JP Morgan Chase, Bruno advocates for dedicated journey owners who can make decisions across different groups and drive meaningful change.

4. Developing a common language: Creating a taxonomy that resonates across the organization is crucial for successful journey alignment. A shared terminology enables teams to communicate effectively and work towards common objectives.

5. Balancing customer intent and business value: Bruno stresses the importance of finding equilibrium between meeting customer needs and generating value for the business. This balance is key to creating sustainable, impactful customer experiences.

6. Overcoming journey management challenges: Implementing a journey management model requires breaking down organizational silos and ensuring proper orchestration and documentation of journeys. Bruno shares strategies for navigating these obstacles.

7. Building empathy through direct customer interactions: Bruno highlights the power of engaging senior leaders in customer interactions to build empathy and drive customer-centric decision-making.

This episode of The Experience Edge offers valuable insights for CX leaders looking to transform their organizations around customer journeys. Bruno Monteiro's practical advice and real-world examples provide a roadmap for creating more aligned, efficient, and customer-focused businesses.

If you want to hear the entire conversation, watch the podcast with Eric and Jochem on The Experience Edge.

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