How to Shift CX from a Cost Center to a Strategic Asset / Journey Management Playbook S02E02

Does your "Master Journey Map" just sit in a digital drawer? You aren’t alone.

In this episode, we dive into "Journey Theater"— the trap of performing progress without moving the needle on business outcomes.

We’re moving beyond "mapping for mapping’s sake." Learn how to shift from being a service provider to a strategic partner by building a living system that survives the next re-org.

Watch this episode to learn:

• Why your budget holder is your real customer
• The warning signs of Journey Theater
• How to shift from project cycles to an operational model
• Using the Journey Maturity Scorecard to track growth

Just like the rest of the Playbook, this episode is best consumed as a video because we walk through specific examples, like the Journey Maturity Scorecard, on screen. If you’re listening on the go, you can always grab the slide deck from the show notes to follow along.

Enjoy and keep making a positive impact!

~ Marc

--- [1. LINKS 🔗 ] ---

• Playbook Slides - https://go.servicedesignshow.com/xo964
• Sign up for TheyDo - https://go.servicedesignshow.com/scjwb
• Journey Health Scorecard - https://go.servicedesignshow.com/journey-management-playbook-10-journey-health-scorecard-podcast
• The Journey Management Playbook - https://www.theydo.com/resources/journey-management-playbook?utm_source=article&utm_medium=blog&utm_campaign=202605-Global-Marc

--- [ 2. GUIDE 📺 ] ---

00:00 Welcome to Journey Management Playbook S2E2

03:45 Internal Customer

05:30 Decision Maker Needs

07:15 Budget Agenda

10:30 Impact Over Selling

13:15 Organizational Friction

16:15 The Journey Scope

19:15 Journey Theater

21:00 Reporting Progress Live

26:45 Breaking Project Cycles

30:45 Quantifying Wins

40:15 Decision Context

41:30 Continuous Insights

42:45 Common Language

44:00 Cross Vertical Impact

45:30 Eight Success Steps

46:45 AI Data Leverage

48:00 Delivery Authority

49:15 Proactive Influence

50:30 Impact Focus

51:45 Six Month Strategy

53:00 Revenue vs Cost

54:15 Agenda Alignment

56:45 Management Maturity

58:00 Scaling Momentum

1:00:45 Journey Health Score

1:04:30 Summary and Next Steps

--- [ 3. FIND THE SHOW ON ] ---

• Youtube ~ https://go.servicedesignshow.com/journey-management-playbook-10-youtube
• Spotify ~ https://go.servicedesignshow.com/journey-management-playbook-10-spotify
• Apple ~ https://go.servicedesignshow.com/journey-management-playbook-10-apple
• Snipd ~ https://go.servicedesignshow.com/journey-management-playbook-10-snipd