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From journey mapping to journey management / Jochem van der Veer / Episode #167

Service Design Show

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The Journey Management Index Is a Good Place to Start

If there's momentum around journeys and customer journeys in your organization, that's the right time to dig in because you will need all the teams to collaborate. The goal here is really like create an index, an objective index, say like how mature is our organization? How far are we ready to support this as an organization? And by indexing it, we can actually create a benchmark to say like, this is where we are and this is whereWe want to be. So I think that is what we want to achieve with defining the journey management index.

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