Stop Scaling Functions, Start Scaling the Journey with Sarah Clearwater

Why are your teams busy, but the business isn't growing the way it should? Sarah Clearwater, founder of Reframer and customer experience strategist, explains how siloed KPIs create invisible dysfunction — marketing optimises for volume, sales for conversion, product for features, and engineering for delivery — while nobody is optimising for the customer journey as a whole.

In this episode, we explore how customer journey mapping gives technology leaders a shared language for prioritisation, why engineers benefit from seeing how their work connects to real customer value, what "experience debt" is and why it might be the best way to get your executive team to care about tech debt, and how AI agents are changing journey design.

Try it yourself: download Sarah's free 90-minute journey mapping template at https://www.reframr.co.nz/90minutemap

This episode is sponsored by Wires Uncrossed.