Orchestrating Around Journeys: Building a Journey-centric Operating Model at Essent

In this case study, Nick and Niels share Essent's journey from isolated journey mapping efforts to a fully integrated, journey-centric operating model. Rather than treating journeys as a CX tactic, Essent embedded them into organizational structure, governance, decision-making, and how work gets coordinated.

They will explore what it genuinely takes to close the gap between customer insight and organizational reality at scale: moving beyond tooling to ownership and rituals; measuring customer, commercial, and operational performance together through the journey lens; and navigating a five-phase implementation approach: Establishing the Foundation, Piloting, Embedding, Onboarding, and Anchoring, that enabled this transformation.

Most critically, we will address the real friction: the mindset, behavioral and leadership shifts required to cross the chasm from "journey mapping" to "journey management as operating model."

This is not just a CX case study. It's a blueprint for fundamentally restructuring how your organization works, decides, and measures success around journeys.