What most leaders get wrong about journey management
Most leaders agree that customer experience matters.
And yet, journey management still struggles to gain real traction.
In this episode of Insights, we unpack why so many executives misunderstand journey management — and why it gets positioned as a mapping exercise instead of the operational shift it truly represents. The issue isn’t resistance. It’s translation.
When journey management is pitched emotionally, leaders hear “better experiences.”
When it’s framed economically, they see growth, efficiency, and reduced chaos.
The conversation explores how different executives respond to different value signals. Functional leaders care about alignment and execution efficiency. P&L owners care about revenue, churn, and where growth gets stuck. Same system — different language.
Journey management isn’t a deliverable. It’s a coordination system that aligns teams, ownership, and decision-making around customer impact.
If you want buy-in, you need executive empathy as much as customer empathy.
What you’ll learn:
Why journey management is often mistaken for “just mapping”
How to tailor the message for functional leaders versus P&L owners
Why speaking in business outcomes changes the conversation
How journey management reduces chaos and improves alignment
Why it should be positioned as a leadership capability, not a CX artifact
Watch the episode:
Learn how to explain journey management in a way leaders don’t just agree with — but act on.
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