Episode 1 gave you the number. This episode answers what comes next: if the cost of bad CX is this clear, why isn't anything changing?

Most CX teams eventually get the numbers right. They can show what's broken, what it costs, where customers drop off. And still, nothing changes. This episode is about why — and what to do about it.

Marc Fonteijn and Martin Palamarz introduce a reframe that changes how you position your work internally. They unpack the structural reason CX keeps losing the budget argument, the difference between journey theater and journey management, and the operating model that closes the gap between having the evidence and being invited to the decisions.

What you'll walk away with:

• A mindset shift that redefines who your real CX customer is

• A five-question diagnostic to assess whether you are practicing journey management or performing it

• Three concrete ways to translate CX work into language executives act on

• A practical operating model you can apply within the authority you already have

Do this after the episode:

Score your current practice using the Journey Health Scorecard: five yes/no questions, one point each. Most teams score between 2 and 2.5. The scorecard tells you exactly what to fix next. Download it in the show notes.

"Business stakeholders don't finance delight. They finance ROI."