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

Service Design Show

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Navigating Business Challenges Through Effective KPI Understanding

This chapter explores the intricacies of ownership within business contexts, focusing on KPIs and the impact of organizational structures. It highlights the crucial role of service designers and customer experience professionals in fostering cross-departmental alignment over traditional KPI ownership.

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