Customer journey maps are like an atlas

Haris Hirose from Toyota discussed “Customer journey maps are like an atlas” on his roundtable during the CXO Leaders Summit Sydney.

At Toyota we believe that our customers are unlikely to follow a linear customer journey map. Instead, they choose their own path driven by their changing mobility needs, and our business model needs to be geared to respond easily and effectively. The audience in this session explored an alternative to journey maps and discussed their own perspective about anticipating customer engagement with their brands.

ABOUT HARIS HIROSE
Haris has been working with Toyota for over 12 years, half of which were spent in Japan, where he worked on Global Projects focusing on Dealer Kaizen activities primarily in the Asia Pacific Region. He currently works for Toyota Australia and is involved with the One Guest Program, whose objective is to shape the transformation of Toyota from a manufacturing company to a customer centric organisation. At the heart of this change is to start treating Toyota Customers like Guests.

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