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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
Customer Experience Management Tangibility
Customer experience is about how it makes people feel, connecting employees and customers at a deeper level. Businesses often overlook this aspect as it's intangible and challenging to measure. By placing the customer journey at the core, the impact becomes tangible, allowing for effective management and measurement of outcomes. This shift towards tangibility in customer experience management is gaining traction at the management and board levels, enabling companies to truly be customer-centric in both strategy and operations.
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