Using Customer Journeys to break down organizational silos - Simon Bach Peters

Join Simon Bach Peters as he reveals how customer journeys can break down silos in large organizations and transform customer experience. With over a decade of experience in the financial sector—from his early days at Danskebank to his current role at NIA—Simon explains how mapping customer journeys uncovers hidden pain points and connects departments that often work in isolation.

In this presentation, Simon discusses:
The evolution of customer journeys in complex organizations
How simple ideas can spiral into complex service models that obscure the customer experience
-Three key phases of journey management, from experimental mapping to scaling transformation efforts
-Practical strategies for establishing shared language across departments and driving continuous improvement
-The importance of end-to-end measurements to capture the true impact of customer experience initiatives

Using relatable analogies, including comparing organizational complexity to building metro systems in big cities, Simon offers actionable insights into leveraging journey mapping to drive revenue growth, enhance operational efficiency, and deliver real value to customers.

Whether you’re new to journey management or looking to refine your CX strategy, Simon’s insights provide a roadmap for breaking down silos and achieving customer-centric transformation.

Keywords: journey management, customer journeys, customer experience, CX transformation, journey mapping, breaking down silos, financial sector, customer insights, service design, digital transformation.

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