Aligning CJM and OKRs to Drive Customer-Centric Success

A 4-part series on bridging the gap between CX, Product, and Delivery.

Over the past year, I’ve immersed myself in the world of customer journey management (CJM).

Over the past year, I’ve been deep in the world of Customer Journey Management (CJM) - mapping journeys, uncovering insights, and, let’s be honest, occasionally questioning my life choices when faced with yet another tangled web of touchpoints.

One of the biggest challenges I keep running into? Getting true cross-functional alignment. CX and design teams are out there crafting beautifully detailed journey atlases and collecting rich customer insights. But too often, these don’t make it past the CX bubble. Product and delivery teams, who actually build the things that shape those journeys, are busy doing their own thing—working within their established frameworks, processes, and rituals.

So, how do we bring these worlds together?

OKRs: The Secret Sauce for Connecting CX and Product

Turns out, OKRs and CJM are a match made in customer-centric heaven. OKRs bring focus and measurable outcomes, while CJM keeps teams anchored in the reality of customer experience. Together, they create a framework that not only embeds a rich customer view but also makes sure everyone’s working toward the right outcomes (not just the loudest stakeholder request).

I’ve put together a 4-part series that breaks it all down:

If you’ve ever wondered how to get CX and Product speaking the same language - or at least working toward the same customer outcomes - this series is for you.

Help Needed: Researching Cross-Functional Success in CJM

Are you in the trenches of making Customer Journey Management truly cross-functional? Trying to bridge the gap between CX, Product, and Delivery - whether it’s going smoothly or feeling like herding cats?

I’m researching best practices for cross-functional CJM and would love to connect with people who are navigating this challenge in real time. Whether you’re a CX leader, a product manager, or someone actively working to bring these teams together, I’d love to hear:

✔️ What’s working for you?
✔️ Where are you hitting roadblocks?
✔️ What would you do differently if you could start over?

If any of this resonates, let’s chat! Drop me a DM on LinkedIn - I’d love to swap stories, share insights, and learn from each other.