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27. Customer Journey Management (feat. Kim Salazar, Sr. UX Specialist at NN/g and Jochem van der Veer, CEO/Co-Founder of TheyDo)
NN/g UX Podcast
The Negative Impact of Not Managing It Well
I hear two big things. One is like the impact of not managing it well, right? It leads to these kind of disjointed experiences. And then the flip side is when companies do it well, then you have this outcome where you have measurable goals and benchmarks. So there's a few things that I can foresee. But if you don't do it, there's going to be others that will outcompete you.
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