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27. Customer Journey Management (feat. Kim Salazar, Sr. UX Specialist at NN/g and Jochem van der Veer, CEO/Co-Founder of TheyDo)
NN/g UX Podcast
Building a User-Centric Culture
Organizations face internal hurdles in transitioning to a user-centered culture when historically product-focused. The shift requires understanding and documenting customer journeys to align functions and work collaboratively. Leadership must invest in culture development, restructuring teams, and creating design operations to facilitate journey-focused collaboration and drive internal change.
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