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.

Tingting Lin, a service design and journey management expert, shares insights on bridging customer empathy with business metrics. She emphasizes the need for 'Vertical Storytelling' to connect customer pain points to strategic objectives, helping stakeholders understand ROI. The conversation covers combining qualitative and quantitative data, using existing KPIs, and identifying leading indicators to prove impact. Tingting also provides practical steps to measure and communicate journey success effectively, ensuring that service design translates to tangible business value.

Tingting Lin, a Product/UX professional from TheyDo, dives into the challenges of journey management in this insightful discussion. She highlights the common implementation gap where stunning journey maps fail to resonate in daily routines. Tingting emphasizes integrating journey insights into existing workflows and warns against creating parallel processes. With practical strategies, she shares how to connect project backlogs to customer journeys, making prioritization more impactful. This conversation is a must-listen for anyone looking to make customer journeys actionable!