Learn about the importance of breaking down silos in CX transformation, refining, rebuilding, or remodeling strategies, making a 'casserole of data' for insights, and showing the business impact of poor experiences to stakeholders. Discover the significance of diverse metrics in measuring CX transformation, the value of including the SUS metric in evaluations, and blending qualitative and quantitative methods in research.

If you ask experienced UX practitioners how to stay user-centric, you’ll inevitably hear something about the importance of customer journeys. However, as teams become more mature in their UX practices, the number of journeys being tracked and analyzed has been growing, sometimes faster than teams can manage, leading to scattered and uncoordinated redesign efforts. In this episode, we hear some tips about customer journey management from Kim Salazar of NN/g and Jochem van der Veer of TheyDo, a customer journey management platform. Learn more about the episode guests: Kim Salazar, Senior UX Specialist at NN/g Jochem van der Veer, Co-Founder & CEO, TheyDo / TheyDo.com Related NN/g courses & reports: Customer-Journey Management (full-day / 2 half-days course) Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences (142-page report) Related NN/g articles & videos: The Practice of Customer-Journey Mangement (free article) What is Journey Management? (3 min video)