Transforming CX at Nissan

In this episode of The Experience Edge, Jivesh Juneja, Customer Journey Director at Nissan, shares how one of the world’s most iconic automotive brands is evolving its approach to better serve customers. With over 15 years of experience in e-commerce, digital transformation, and data-driven customer experience, Jivesh offers a behind-the-scenes look at how Nissan is putting the customer journey at the heart of its business.

When Nissan analyzed customer interactions with the car configurator, it revealed diminishing returns after a certain number of configurations.

Customers became less likely to make a purchase if they configured too many cars, indicating that too many options can lead to confusion or decision fatigue.

This is one example of Nissan’s complete transformation to be customer-centric. They completely rethink how they walk in lock step with customers.

7 key takeaways from this transformation

1. Start Small, Prove Value

   • - Don’t try to overhaul everything at once.

   • - Deliver measurable wins early to build momentum.

2. Understand Customer Jobs

   • - Map customer journeys around what they’re trying to achieve, not what you’re selling.

   • - Customers don’t want choices. They want a next step

3. Balance Structure and Flexibility

   • - Agile processes like SAFe are essential, but leave room for rapid innovation.

4. Empower Journey Teams

   • - Giving journey managers ownership fosters accountability and cross-functional collaboration.

5. Data Drives Decisions

   • - Use insights like digital-influenced sales and behavioral patterns to prioritize actions.

6. Moments That Matter

   • Focus on the experiences that build loyalty rather than trying to perfect every touchpoint.

7. Iterate Continuously

   • - Customer journeys are living documents. 

   • - Keep evolving based on feedback and data.

Nissan’s story shows that shifting from a product-centric to a customer-centric approach unlocks new opportunities. It’s not just about the cars—it’s about guiding customers through their journey, one thoughtful step at a time.

Explore Nissan’s bold journey-centric transformation and gain actionable insights to apply to your own work.

Tune in to the full episode now!

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