How do you get your boss to actually fund journey management? 💰
We’ve all felt the frustration of making an impressive map that everyone "likes" but nobody actually uses. when that happens, our practice loses credibility. Season 2 of the Journey Management Playbook is here to fix that by focusing on the BUSINESS CASE.
What we cover in this episode
- Why journey management is a strategic asset, not a "nice-to-have."
- how to calculate the actual cost of bad customer experience.
- shifting the conversation from "fluffy" CX metrics to boardroom metrics.
- getting stakeholders to embrace a journey-led way of working.
Martin Palamarz is the chief customer officer at TheyDo. he spends his time helping global organizations scale their CX efforts and understands the language of executive decision-making.
It’s best to watch the video version on Youtubeto see the examples on screen, but you can also find the slide deck in the show notes below.
--- [ 1. LINKS ] ---
- Playbook Slides - https://go.servicedesignshow.com/tq4e4
- CX Cost Calculator - https://go.servicedesignshow.com/journey-management-playbook-09-cx-cost-calculator-podcast
- The Journey Management Playbook - https://www.theydo.com/resources/journey-management-playbook
--- [ 2. GUIDE ] ---
00:00 Journey Management Playbook S2E01
02:00 Martin's background
04:30 Origin story of TheyDo
06:45 Series overview: CX costs
08:45 The CX Toolkit
10:00 Bridging the gap
13:45 Forrester research findings
16:30 CX & business performance
19:30 The Norway story
23:00 Boardroom metrics
30:45 The Cost of Bad CX
38:30 High-value journey steps
40:30 Drop Off Rate Explained
42:30 "Nice-to-have" trap
48:15 Service design & revenue
50:00 Starting small
52:15 Mckinsey research
57:30 AI for customer data
1:00:00 3-minute executive reports
1:01:30 Ticket value & variables
1:08:30 Bad CX VS. CX Investment
1:12:00 Building momentum
1:14:00 the final challenge
--- [ 3. FIND THE SHOW ON ] ---
- Youtube ~ https://go.servicedesignshow.com/journey-management-playbook-09-youtube
- Spotify ~ https://go.servicedesignshow.com/journey-management-playbook-09-spotify
- Apple ~ https://go.servicedesignshow.com/journey-management-playbook-09-apple
- Snipd ~ https://go.servicedesignshow.com/journey-management-playbook-09-snipd
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