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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How to Start a Customer Journey Management Process
If you don't have your key journeys defined, understood and mapped, that's really where you have to start. So starting with understanding and mapping and documenting those. And then at the same time in parallel, figuring out who your allies are,. Starting to build relationships, establishing dialogue with people on other functional groups or leadership roles. You'll be working with as you start to design things across journeys and started to kind of build the culture.
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