MetLife: Scaling Back to Scale Up

Journey maps create alignment. Journey management creates action. But making that transition is easier said than done. In this candid case study, MetLife shares its journey from mapping experiences to building a scalable journey management practice. Learn how an early pilot exposed common challenges, including unclear ownership, competing priorities, and the risk of CX teams becoming accidental backlog managers. Discover how a shift to business-centered measurement and a focused micro-journey approach helped create traction, demonstrate value, and embed journey management into existing business rhythms. Attendees will leave with practical lessons, proven frameworks, and a repeatable approach for turning journey insights into decisions, action, and measurable outcomes.