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Announcements
🔥 The Journey Management Playbook is back for Season 2
Season 1 walked through how to implement journey management, step by step, with a real case study.
Season 2 is here. And it picks up exactly where Season 1 left off.
It's built around the problem most practitioners keep running into after they've learned the how of journey management:
"How do you get leadership to actually fund it?"
We partnered again with Marc Fonteijn from Service Design Show, this time joined by Martin Palamarz, our Co-Founder and CCO. Together, they're building a four-episode playbook for getting journey management out of the CX team and into the boardroom.
🍿 Episode 1 is out now: "The Real Cost of Bad Customer Experience"
Most CX teams can't put a number on what bad CX costs the business. This episode changes that.
Marc and Martic walk you through how to calculate the real cost of broken journeys in language executives recognize: revenue, cost, and margin, not NPS scores.
🎁 Free CX Cost Calculator in the show notes, which gives you a concrete number to bring into that leadership conversation.