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Insight
Codrington: Cost-mapping customer experience stages reveals expensive delivery moments
“So when we come back to the swim lane sort of, ah, experience map that we've got already, we can actually go in there and start attributing cost to each stage of these as well. So we can get real granular around what are the expensive parts to it, and particul…”
Rory Codrington Jun 22, 2023 ▶ 10:43 How we pivoted our customer experience map to hit 80% Gross Margin
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