Why Bad CX is Your Greatest Leverage Point / Journey Management Playbook / S2E01

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 Youtube to 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