Nissan transformed its customer experience (CX) and employee experience (EX) by adopting a journey-centric operating model. Focusing on seven key customer journeys, Nissan integrated digital and physical touchpoints across its operations. The company pulled six operational levers—structure, culture, talent, metrics, processes, and technology—to drive this transformation. As a result, Nissan increased pre-sales traffic by 40%, improved customer retention, and boosted vehicle value. This transformation is ongoing, with plans to continuously evolve and tackle complex cross-functional challenges.

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