Service Design Show Defining The Business Challenge / Journey Management Playbook / Episode #1
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Apr 4, 2025 In this engaging discussion, Tingting Lin, a Principal Journey Management Coach at TheyDo, shares her wealth of experience in guiding organizations toward effective journey management. She tackles the common struggles that customer experience professionals face, revealing innovative strategies to enhance stakeholder engagement and demonstrate tangible business impact. Listeners will benefit from practical insights on aligning business challenges with goals and employing data-driven decision-making to drive operational improvements and customer retention.
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CX Initiatives and Business Impact
- Many CX initiatives fail to prove business impact, currently around 60%.
- This podcast series aims to improve journey management effectiveness and business value demonstration.
Marc's Journey Management Experience
- Marc Stickdorn shares his experience using journeys in his business.
- He acknowledges uncertainty about the actual impact and return on investment of his journey mapping efforts.
Defining Effective Business Challenges
- Define business challenges with a clear timeframe, focusing on a specific problem like churn in a specific location.
- Incorporate the 'why', impacted journeys, measurable metrics, and planned actions for the challenge.