Service Design Show
Defining The Business Challenge / Journey Management Playbook / Episode #1
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.
48:09
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Quick takeaways
- Effective journey management hinges on collaboration among stakeholders, ensuring alignment between immediate business results and thorough customer experience mapping.
- Transforming business goals into compelling narratives that emphasize metrics and actions helps gain leadership buy-in for impactful journey management initiatives.
Deep dives
High Failure Rate of CEX Initiatives
Over 60% of customer experience (CEX) initiatives fail to demonstrate business impact and value, highlighting a significant challenge for CEX and service design professionals. This troubling statistic underscores the urgent need for effective journey management strategies that yield tangible results. Many professionals seek to create meaningful impacts but often struggle to link their efforts to measurable outcomes. Addressing these issues head-on is crucial for enhancing the overall effectiveness and credibility of CEX initiatives within organizations.
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