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Service Design Show
From journey mapping to journey management / Jochem van der Veer / Episode #167
Jan 26, 2023
49:38
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Quick takeaways
- Journey management involves organizing teams and workflows around the customer journey and aligning decision-making with the customer experience, addressing cross-functional alignment and decision-making challenges.
- Day Do is an online platform that helps organizations transition from journey mapping to journey management at scale by providing tools and solutions to collaborate and coordinate efforts around customer journeys.
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The Importance of Journey Management
Journey management is a management philosophy that puts the customer journey at the center of an organization's operation. It involves organizing teams and workflows around the customer journey and aligning decision-making with the customer experience. Journey management helps address cross-functional alignment and decision-making challenges and creates a framework for improving the customer experience at scale.
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