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Ground Your Journeys in Evidence, Not Guesswork / Journey Management Playbook / Ep. #02

Service Design Show

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Connecting CX Initiatives to Business Impact

This chapter focuses on the crucial link between customer experience initiatives and measurable business outcomes. The speakers discuss how to define business challenges and navigate the complexities of journey management effectively. By integrating quantitative and qualitative data, they emphasize the importance of understanding both numbers and the reasons behind them to make informed decisions and enhance member retention.

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