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