Elevating CX: The path from journey mapping to journey management
Strategies to unite teams through journey management
Join us for practical advice on how journey management can be implemented at enterprise level.
Customer journeys are dynamic and as customers progress from their initial research phase to making purchases and seeking assistance, they interact with various facets of a business. This necessitates collaboration among different teams and underscores the need for interdepartmental cooperation behind the scenes. Regrettably, not all companies possess the necessary tools and processes to facilitate this cooperation, resulting in fragmented teams and disorganized customer information.
The ongoing transformation in enterprises revolves around prioritizing the overall customer experience over mere products, services or goods. Consequently, customer journeys and their effective management have gained paramount importance, as they are instrumental in shaping the customer experience.
In this session, we explore the theme of fostering collaboration among teams across the entire customer journey and within the enterprise. We will delve into strategies for implementing journey management at scale and provide insights into what to expect when embarking on the journey management process, including initial milestones and potential challenges.
Watch this session as we discuss:
- Bridging the gap: Aligning business objectives with customer needs
- Scaling up journey management: Practical strategies for implementation.
- Success stories: Real-world examples of companies achieving journey management excellence.
- Navigating the implementation of journey management: Anticipated challenges, initial milestones, and long-term transformation.
Speakers
Jochem van der Veer
CEO and Co-founder
TheyDo
Jochem van der Veer is the co-founder & CEO of TheyDo - a journey management platform for Enterprise. Before starting his latest venture, he has been working as a design leader helping to transform companies in the Fortune 500 to work more customer-centric. With a background in UX and Service Design, he’s currently helping to solve one of the biggest problems at the Enterprise-scale: systemically aligning customer needs to business impact.
Florian Vollmer
Service Design Lead
Autodesk
Florian Vollmer is the Service Design Lead at Autodesk & Instructor at Georgia Institute of Technology. He previously worked as the Service Design Director for NCR, where he implemented Journey Management at scale for hundreds of journeys. Florian has over a decade of experience as a Design and Customer Experience leader and educator developing innovative solutions in a variety of contexts and target markets.
Jérémie Boudet
Head of UX - Pro platform
ADEO Services
Jérémie Boudet is the Head of UX for the Pro platform at Adeo, focusing on craftsmen experiences. Prior to joining the European market leader in raw materials and do-it-yourself, he worked as a Design Thinking, UX, and Service Design consultant. He’s currently leading the Journey Management practice inside Adeo.
Martin Palamarz
CXO & Co-Founder
TheyDo
Martin Palamarz is TheyDo's CXO and co-founder. With 20 years of experience in consultancy, he's become a master at customer-centric transformation and implementation of Journey Management across large organizations. Martin helps organizations understand their current state of maturity in Journey Management, identify areas for growth and development, and learn what to do next and why in order to reach Journey Governance.
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