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
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The Importance of Understanding the Culture of Journey Management
Theresa Yocum: Nobody likes to be told, hey, you're doing your job wrong. We're going to have to change it completely. That's a very real challenge and addressing the organizational culture around the work that people do is also important. So understanding how we're delivering our journey now was one of the things that he says is really important to do first. And I think we're at the same stage for journey management, but just a little bit earlier in the life cycle of journey management," she said.
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