The Journey to Strategic Alignment: Building a Future-State Vision in a Rapidly Evolving Market

Over the first six months of 2026, CHG Healthcare set out to align executive leaders around a shared vision for the future of its customer communication strategy. We began by mapping the current-state journey, but as market conditions evolved, we realized our original approach needed to evolve with them. Using customer research, stakeholder interviews, collaborative workshops and a dash of AI, we developed a future-state vision grounded in customer needs while directly addressing changing business priorities. This session is an honest account of what worked, what didn't and what we learned as Journey Management became the vehicle for building strategic alignment—not by following a linear process, but by helping leaders navigate uncertainty together. Attendees will leave with practical ideas for turning customer insights into executive alignment, even when the destination (and competitive landscape) continues to change.