Are your customer insights stuck on the wall whilst management makes decisions based on spreadsheets? Join DAY21’s exclusive morning session and learn how to translate customer experiences into rock-solid investment cases.

Service design and Journey Management generate indispensable knowledge about the customer. But let’s be honest: when budgets are tight, ‘customer enthusiasm’ and NPS are rarely enough to win the CFO’s backing. If Journey Management is to drive real transformation and business development, it requires a shift in language. We need to bridge the gap between The Problem Space (the customer journey) and The Solution Space (P&L, agile development and technical debt).
On Tuesday 4 June, DAY21 invites you to an intensive morning event where we’ll give you the tools to do just that.

What can you expect?
In this session, partner and strategist David Zimmermann will dive into the financial mechanisms behind customer journeys. We’ll move away from static journey maps and introduce an operational approach to P&L-driven design.

You’ll leave with knowledge of:

• Quantifying Silo Debt: How to calculate the hidden costs of interrupted customer journeys and overlapping IT systems.

• Cost-to-Serve Optimisation: Methods for linking specific behavioural data from the journey directly to savings in support costs.

• DAY21’s business case tool: A live demonstration of our business case tool, which enables you to estimate ROI and present compelling investment cases to C-level executives.

This event is tailored for those working at the intersection of customer and business.

Who is this event for?

• Business Developers & Strategists seeking methods to capitalise on CX.

• Service Designers & CX Leads who want to learn how to build financial arguments for their insights.

• Product Owners, CTOs & CFOs who wish to reduce waste in R&D and ensure that agile development gets it right first time.