Service Design Show
Journey Management in 2025: Trends, Challenges, and Predictions / Jochem van der Veer / Ep. #218
Jan 2, 2025
Jochem van der Veer, CEO of TheyDo, offers unique insights into journey management's evolution as he predicts trends for 2025. He emphasizes the shift from mapping to management and highlights the role of AI in enhancing customer experience. The conversation dives into the challenges organizations face in scaling these strategies and the importance of data integration. Jochem also teases an exciting upcoming conference, 'Beyond the Map,' underscoring the significance of community and collaboration in advancing service design.
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Quick takeaways
- Journey management has evolved from theory to practice, emphasizing internal alignment and customer insights to address churn effectively.
- Data integration, coupled with AI, is becoming essential for organizations to make informed, responsive decisions that enhance customer experiences.
Deep dives
The Evolution of Journey Management
Journey management has undergone significant changes recently, transforming from a theoretical framework to a practical application for businesses. Organizations have started to recognize the need for customer-centric practices, realizing that customer experience issues are often rooted in internal communication and cross-departmental alignment challenges. For example, companies that previously struggled with customer churn are now employing journey management principles to identify and address the root causes, rather than relying solely on traditional methods. This shift emphasizes the importance of using customer insights to tackle specific business problems, facilitating a more effective alignment of teams and strategies.
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