27. Customer Journey Management (feat. Kim Salazar, Sr. UX Specialist at NN/g and Jochem van der Veer, CEO/Co-Founder of TheyDo)

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)