Harder. Better. Faster. Stronger. — How to turn transformation into daily decisions

Most transformation programs promise better customer experiences. Few explain what actually changes inside the organisation to make that happen. In this session, Aude Jacquemin shares a retrospective of scaling Journey Management with Pilot countries: not as a CX initiative, but as a practical operating model for better decisions. Through real examples, she will show how cross-functional teams moved from technical silos to shared ownership, from isolated improvements to measurable journey performance, and from customer insight to business action. The session explores the practical realities: adoption, governance, local empowerment, executive sponsorship, IA integration and continuous improvement. Attendees will leave with a simple framework to anticipate: what is harder to adapt, better aligned, faster to decide, and stronger together.