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From Touchpoints to Journeys | Mentors CX Academy

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Module 1: The New CX Economy
2. From Touchpoints to Journeys: Rethinking the CX Lens

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3. The CX Leader as Business Strategist

2. From Touchpoints to Journeys: Rethinking the CX Lens

Stop optimizing moments—design journeys. Alex Ross explains how to shift from reactive support to proactive CX, spot friction early, and reduce tickets by fixing root causes.

Duration: 5:07

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Alex Ross

Module 1: The New CX Economy

Learn why customer experience has become the ultimate competitive advantage, and how modern leaders are turning CX into a growth engine.

4 lessons • 23 min

Every lesson is free to watch. Sign in to save your progress and earn your certificate.

1. CX as the Competitive Advantage in 2026

2. From Touchpoints to Journeys: Rethinking the CX Lens

3. The CX Leader as Business Strategist

4. The Future of CX Leadership