<p>How do you get your boss to actually fund journey management? 💰</p><p>We’ve all felt the frustration of making an impressive map that everyone <em>&quot;likes&quot;</em> but nobody actually uses. when that happens, our practice loses credibility. <strong>Season 2 </strong>of the <strong>Journey Management Playboo</strong>k is here to fix that by focusing on the BUSINESS CASE.</p><p><strong>What we cover in this episode</strong></p><ul><li>Why journey management is a strategic asset, not a <em>&quot;nice-to-have.&quot;</em></li><li>how to calculate the actual cost of bad customer experience.</li><li>shifting the conversation from <em>&quot;fluffy&quot;</em> CX metrics to boardroom metrics.</li><li>getting stakeholders to embrace a journey-led way of working.</li></ul><p>Martin Palamarz is the chief customer officer at <a href="https://www.theydo.com/" target="_blank" rel="ugc noopener noreferrer">TheyDo</a>. he spends his time helping global organizations scale their CX efforts and understands the language of executive decision-making.</p><p>It’s best to watch the video version on <a href="https://go.servicedesignshow.com/journey-management-playbook-09-youtube" target="_blank" rel="ugc noopener noreferrer"><strong>Youtube</strong></a><strong> </strong>to see the examples on screen, but you can also find the slide deck in the show notes below.</p><p><br></p><p>--- [ 1. LINKS ] ---</p><ul><li><a href="https://go.servicedesignshow.com/tq4e4?utm_source=podcast&utm_medium=podcast&utm_campaign=service_design_show&utm_id=episode_description&utm_term=season2&utm_content=09" target="_blank" rel="ugc noopener noreferrer">Playbook Slides</a></li><li><a href="https://go.servicedesignshow.com/journey-management-playbook-09-cx-cost-calculator-podcast" target="_blank" rel="ugc noopener noreferrer">CX Cost Calculator</a></li><li><a href="https://www.theydo.com/resources/journey-management-playbook?utm_source=service-design-show&utm_medium=podcast&utm_campaign=202604-Global-Marc" target="_blank" rel="ugc noopener noreferrer">The Journey Management Playbook</a></li></ul><p><br></p><p>--- [ 2. GUIDE ] --- </p><p>00:00 Journey Management Playbook S2E01</p><p>02:00 Martin&#39;s background</p><p>04:30 Origin story of TheyDo</p><p>06:45 Series overview: CX costs</p><p>08:45 The CX Toolkit</p><p>10:00 Bridging the gap</p><p>13:45 Forrester research findings</p><p>16:30 CX &amp; business performance</p><p>19:30 The Norway story</p><p>23:00 Boardroom metrics</p><p>30:45 The Cost of Bad CX</p><p>38:30 High-value journey steps</p><p>40:30 Drop Off Rate Explained</p><p>42:30 &quot;Nice-to-have&quot; trap</p><p>48:15 Service design &amp; revenue</p><p>50:00 Starting small</p><p>52:15 Mckinsey research</p><p>57:30 AI for customer data</p><p>1:00:00 3-minute executive reports</p><p>1:01:30 Ticket value &amp; variables</p><p>1:08:30 Bad CX VS. CX Investment</p><p>1:12:00 Building momentum</p><p>1:14:00 the final challenge</p><p><br></p><p>--- [ 3. FIND THE SHOW ON ] --- </p><ul><li>Youtube ~ <a href="https://go.servicedesignshow.com/journey-management-playbook-09-youtube" target="_blank" rel="ugc noopener noreferrer">https://go.servicedesignshow.com/journey-management-playbook-09-youtube</a></li><li>Spotify ~ <a href="https://go.servicedesignshow.com/journey-management-playbook-09-spotify" target="_blank" rel="ugc noopener noreferrer">https://go.servicedesignshow.com/journey-management-playbook-09-spotify</a></li><li>Apple ~ <a href="https://go.servicedesignshow.com/journey-management-playbook-09-apple" target="_blank" rel="ugc noopener noreferrer">https://go.servicedesignshow.com/journey-management-playbook-09-apple</a></li><li>Snipd ~ <a href="https://go.servicedesignshow.com/journey-management-playbook-09-snipd" target="_blank" rel="ugc noopener noreferrer">https://go.servicedesignshow.com/journey-management-playbook-09-snipd</a></li></ul><p><br></p>