How to Shift CX from a Cost Center to a Strategic Asset / Journey Management Playbook S02E02
Does your "Master Journey Map" just sit in a digital drawer? You aren’t alone.
In this episode, we dive into "Journey Theater"— the trap of performing progress without moving the needle on business outcomes.
We’re moving beyond "mapping for mapping’s sake." Learn how to shift from being a service provider to a strategic partner by building a living system that survives the next re-org.
Watch this episode to learn:
Why your budget holder is your real customer
The warning signs of Journey Theater
How to shift from project cycles to an operational model
Using the Journey Maturity Scorecard to…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.