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Defining The Business Challenge / Journey Management Playbook / Episode #1

Service Design Show

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Navigating Business Challenges through Journey Management

This chapter delves into the difficulties service design professionals face in demonstrating business impact, particularly focusing on customer journey management and its alignment with business outcomes. The discussion provides practical tools and frameworks for addressing issues such as rising churn rates and decreased transaction levels, encouraging data-driven decision-making. By framing business challenges effectively and ensuring stakeholder engagement, the speakers advocate for a structured approach to facilitate operational improvements and enhance customer retention.

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