Why Bad CX is Your Greatest Leverage Point / Journey Management Playbook S02E01

Journey Management is here to stay, and as practitioners, we need to lead the movement before it gets hijacked. 🚀 After the success of season 1, we’re back for season 2 of the JOURNEY MANAGEMENT PLAYBOOK. This season is all about the BUSINESS CASE: getting buy-in, securing resources, and proving that CX is a strategic asset, not just "fluffy" design work. In this episode, I’m joined by Martin Palamarz, chief customer officer at TheyDo. Martin helps the world’s biggest companies grow through CX and knows exactly what executives care about when deciding what to fund. We’re looking at the Business Case from a unique angle: the actual cost of bad customer experience. So, if you want to grow the buy-in for journey management and unlock its full potential, this series is for you. I’m excited to share this second season with you. Hope it helps you make a dent in your organization! ~ Marc [1. LINKS 🔗 ] 👉 Playbook Slides - https://go.servicedesignshow.com/tq4e4 🧮 CX Cost Calculator - https://go.servicedesignshow.com/jour... 📝 The Journey Management Playbook - https://www.theydo.com/resources/jour... [ 2. GUIDE 📺 ] 00:00 Journey Management Playbook S02E01 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 [ 4. FIND THE SHOW ON ] 🎧 Spotify ~ https://go.servicedesignshow.com/jour... 🍎 Apple ~ https://go.servicedesignshow.com/jour... ✂️ Snipd ~ https://go.servicedesignshow.com/jour... 🎙️ Other ~ https://go.servicedesignshow.com/jour...