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14min chapter
Journey Management in 2025: Trends, Challenges, and Predictions / Jochem van der Veer / Ep. #218
Service Design Show
Evolving Journey Management Strategies
This chapter revisits key concepts in journey management and customer experience, highlighting shifts towards pragmatic, customer-centric strategies in response to business challenges. The speakers examine the integration of data and collaboration among teams as critical to enhancing customer journeys and reducing churn. They also discuss the complexities of modern customer journey mapping, emphasizing the importance of balancing data granularity with performance in enterprise applications.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode