Tingting Lin

In this engaging discussion, Tingting Lin, a Principal Journey Management Coach at TheyDo, shares her wealth of experience in guiding organizations toward effective journey management. She tackles the common struggles that customer experience professionals face, revealing innovative strategies to enhance stakeholder engagement and demonstrate tangible business impact. Listeners will benefit from practical insights on aligning business challenges with goals and employing data-driven decision-making to drive operational improvements and customer retention.

Tingting Lin, a Principal journey management coach at TheyDo, dives deep into transforming raw data into actionable insights using AI. She shares how to craft structured customer journey maps from qualitative data, emphasizing the importance of collaboration and understanding insights. The conversation explores the critical role of context in data interpretation and the impact of well-structured journeys on decision-making. Lin also highlights strategies for enhancing member retention and addressing user pain points, showcasing AI's potential to accelerate journey management.

Tingting Lin, a Principal Journey Management Coach at TheyDo, guides listeners through the complexities of AI in journey mapping. She emphasizes the importance of refining AI-generated insights to create reliable decision-making tools. Tingting shares practical steps for managing overwhelm in service design and highlights methods for verifying insights to enhance collaboration. Key discussions include enriching journey maps for better retention and the iterative nature of effective customer journey management, ensuring human expertise complements AI capabilities.