Back in 2011 Philips officially adopted a "Customer Decision Journey" model. They have totally transformed the way they look at customer experiences. As Blake said, "We've made our company and its innovations more focused, more agile, more responsive, and-most importantly of all-more meaningful for our customers." But how did Philips adopt this customer journey model and how can it be impactful to your business as well? Below are some key takeaways from Philip's journey and how they successfully pivoted the business around the customer journey.