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Panel When Cross-Company Customer Journeys Break, and What Changed as a Result
What organisations learned when shared customer journeys failed in live environments and the operational changes made across partners to fix breakdowns in delivery, fulfilment and experience • Where journeys broke down in practice between platforms, providers and service operators • What was changed across systems, processes and handoffs to resolve failure points • How responsibilities were redefined between organisations when things went wrong • Which fixes improved performance across partners, and what failed to scale