EXECUTIVE FIELD GUIDE
Customer Journey Debt Ledger
Omnichannel and customer experience leaders
The decision challenge
Channel metrics hide broken commitments between interactions.
Executive takeaway
Treat handoff failures as owned debts with explicit retirement criteria.
The checklist
- Identify triggering interaction and expected next step
- Observe customer or employee burden
- Identify authorized receiving role
- Assess recurrence, impact and control risk
- Assign owner and resolution date
- Verify completion without repeated effort
Decision framework
Working framework
Journey stage | Trigger | Expected handoff | Actual break | Customer impact | Permissions and controls | Owner | Priority | Proposed fix | Retirement proof.
Decision rule
Document the accountable owner, evidence and next review date before closing the decision.
In practice
Illustrative use: An HCP requests a permitted follow-up through an approved digital interaction. Verify the request reaches the authorized role with appropriate context.
The views I share are my own and do not represent those of my employer.
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The views I share are my own and do not represent those of my employer.