Do you know what bad CX is actually costing your business?

Calculate the real cost of journey failures — and translate CX impact into the language your executives will act on.

Journey failures have a price — in churn, in support costs, in customers who never expand. Most CX teams sense it. Few can prove it.

This calculator gives you a structured way to quantify the business impact of journey failures without needing a data science team or perfect data. It's the toolkit from Episode 1 of The Journey Management Playbook Season 2 — where TheyDo co-founder Martin Palamarz and Service Design Show host Marc Fonteijn break down the real cost of bad CX live, lever by lever.

If you're a CX or Service Design leader who needs to walk into an executive conversation with something that lands, this is where you start.

Inside you will find:

• The Journey Failure Cost Analysis — calculate the annual cost of key journey breakdowns using volume, drop-off rate, and cost per failure

• Potential savings modelling — see what reducing friction at specific journey steps is actually worth

• Four cost levers — covering churn, support inflation, onboarding delay, and blocked expansion revenue

• An Executive Summary tab that aggregates your numbers into a single, shareable output

• Example data pre-populated — replace the numbers in blue with your own and let the formulas do the rest

Download the CX Cost Calculator and walk into your next executive conversation with the business case CX deserves.