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Marc Stickdorn is back! He literally helped write the book on service design – and in this episode, we’re getting real about why alignment STILL isn’t working in organisations. From broken KPIs to journey maps that go nowhere, we get into what’s holding teams back, and what can actually shift things forward.

If you’ve ever struggled with silos, poor metrics, or trying to get leadership to care – this episode is for you.

👇 What you’ll learn:

• Why most orgs are “silo-centric,” not customer-centric
• How to make journey maps useful, not just pretty
• A better way to use (or ditch) NPS and get real results

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