TheyDo - Journey Management

Struggling to get leadership on board with Journey Management? Simplifying the Journey Management approach can make all the difference. Florian Vollmer, Service Design Lead at Autodesk, shares key strategies for their successful implementation: ✅ 𝗦𝗶𝗺𝗽𝗹𝗶𝗳𝘆 𝘁𝗵𝗲 𝗻𝗮𝗿𝗿𝗮𝘁𝗶𝘃𝗲: - Use a simple graphic showing journeys at the core of operations - Highlight how each change affects the organization ✅ 𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁 𝘁𝗿𝗮𝗰𝗲𝗮𝗯𝗶𝗹𝗶𝘁𝘆: - Show how executives can trace the impact on CX - Link insights to solutions and measurable business outcomes ✅ 𝗦𝗰𝗮𝗹𝗲 𝘄𝗶𝘁𝗵 𝗮𝗹𝗶𝗴𝗻𝗺𝗲𝗻𝘁: - Shift to an integrated Journey Management platform - Align taxonomy across teams for a unified CX view Get the exclusive CX Network's report and learn how to place CX at the heart of your strategy: https://lnkd.in/dpYUxVsc #JourneyManagement #CustomerExperience #TheyDo

“Think big, start small, scale fast.” Scaling customer experience can be daunting. That's why TheyDo partnered with Livework studio and RGF Staffing for a live session on operationalizing Journey Management. Our Principal Journey Management Coach, Tingting Lin 林婷婷, shared her insights on how to get started. Her advice? Don't overthink the initial steps of your Journey Management transformation. You can either: 1. 𝗦𝘁𝗮𝗿𝘁 𝘀𝗺𝗮𝗹𝗹, 𝗽𝗿𝗼𝘃𝗲 𝘃𝗮𝗹𝘂𝗲, 𝘁𝗵𝗲𝗻 𝘀𝗰𝗮𝗹𝗲 Launch a focused pilot project to demonstrate the impact of Journey Management before expanding across your organization. 2. 𝗣𝗮𝗿𝘁𝗻𝗲𝗿 𝘄𝗶𝘁𝗵 𝗲𝘅𝗽𝗲𝗿𝘁𝘀 Build a standardized, global Journey Management framework while providing your teams with the tools and support they need to drive CX transformation. Share your biggest CX scaling challenge in the comments and get personalized advice from Tingting!

𝗕𝗿𝗲𝗮𝗸𝗶𝗻𝗴 𝗗𝗼𝘄𝗻 𝘁𝗵𝗲 𝗧𝗿𝗶𝗽𝗹𝗲 𝗗𝗶𝗮𝗺𝗼𝗻𝗱 𝗳𝗿𝗮𝗺𝗲𝘄𝗼𝗿𝗸 💎💎💎 A game-changer for business leaders: - It tightly aligns your business goals with customer insights - It delivers value to customers by aligning solutions with their needs - It empowers teams to make smarter, data-informed decisions Unlike the Double Diamond approach, the Triple Diamond framework is an iterative process that goes beyond traditional design thinking. Instead of following a rigid, linear model, the Triple Diamond focuses on continuous discovery by directly seeing the impact of solutions within the journey context. How does it work? 💎 𝗣𝗿𝗼𝗯𝗹𝗲𝗺 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿𝘆 ↳ Conduct customer research to understand their pain points and needs ↳ Map detailed customer journeys to uncover insights ↳ Identify the key challenges and opportunities 💎 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿𝘆 ↳ Prioritize the most promising opportunities ↳ Ideate and rapidly prototype potential solutions ↳ Validate ideas through experiments before investing resources 💎 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆 ↳ Develop and roll out winning validated solutions ↳ Measure the impact on customer experience and key business metrics ↳ Drive continuous improvement by feeding new insights back into the Problem Discovery phase At TheyDo, we've built our Journey Management platform around this powerful framework. By centralizing all your customer research, ideation, and performance data within customer journeys, teams can collaborate effectively to make smarter, more customer-centric decisions that align business goals with customer needs—driving measurable business impact. P.S. If you found this post useful, share it with your network and help others connect the dots using #JourneyManagement. 🔄 #TripleDiamond #TheyDo

How do you get someone to pay attention in just 10 seconds? ⏱️ That's the challenge Todd Unger, author and CXO at the American Medical Association, explores in our latest webinar. In today's digital world, you have mere moments to capture attention and drive action. Todd reveals how to create a '10-second customer journey' that: ✅ Eliminates friction ✅ Encourages immediate action ✅ Drives business growth "Anything that gets in the way of completing that task in that period of time is a source of friction and has to be eliminated." Learn the CXO's playbook for growing and retaining customers in a digital world. Don't miss Todd's insights on aligning CX with business objectives and transforming your approach. Watch the full recording: https://lnkd.in/dVndqw9y

Is your customer journey mapping process starting to feel more like a tangled mess than a source of valuable insights? 🤔 As organizations become more customer-centric, managing multiple journey maps can quickly become overwhelming. ➡️ The solution? 𝗔 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 𝗳𝗿𝗮𝗺𝗲𝘄𝗼𝗿𝗸. This powerful organizing structure helps you transition to Journey Management, enabling a more dynamic and scalable approach to CX. Learn more about the power of a journey framework: https://lnkd.in/d-mfJ92H

Can a business really be managed by rallying around customer journeys 🗺 ? The short answer: yes! ✅ Last week, ✨Jochem van der Veer and I led a webinar showcasing how we use our own software (TheyDo - Journey Management) to actually run our business. By aligning our business functions around the different steps in the customer journey, and tying these steps back to our key business drivers, we're able to focus on team performance while still keeping the customer experience front and center. If you'd like to learn more, please check out the recording via the link below 👇. I'd love to hear your thoughts and questions if you have any! #JourneyManagement #JourneyMapping #CX #ServiceDesign

Metrics on our journey framework: Each week we run our leadership meeting against the journey framework. For the pros: this is L0. Our lifecycle framework. Cross functional teams break down into more granular levels of journeys. And feed data back up from source journeys. For tactical alignment here’s the metrics in the journey framework that is the backbone of our weekly leadership meeting: 🤑Financial - ARR - NRR - Magic number ❤️Customer - Activation rate - Monthly Active Journeys - Journeys per Account - Value shipped (product output) - Success plans defined 📈Performance - MQLs - Product Qualified Pipe - Total Pipeline generated - Qualified Pipeline - Closed-won What this does for us, it answers how all the Solution initiatives from our teams are impacting the numbers. But because the position of the metrics is aligned with the journeys in the framework below, we have instant overview of any changes happening because of the teams who manage the journeys. What surprised you most? In case you were wondering why NPS isn’t there: thats a juicy topic for next one ❤️ #journeyframework #cx #dashboard

At TheyDo, we're not just talking the talk - we’re walking the walk by using our own journey framework as a Journey Management dashboard to drive decision-making and track internal processes. This living dashboard helps us to: 🔍 𝗧𝗿𝗮𝗰𝗸 𝗸𝗲𝘆 𝗺𝗲𝘁𝗿𝗶𝗰𝘀 across all journey stages. ⚡ 𝗜𝗱𝗲𝗻𝘁𝗶𝗳𝘆 𝗮𝗻𝗱 𝗮𝗱𝗱𝗿𝗲𝘀𝘀 𝗳𝗿𝗶𝗰𝘁𝗶𝗼𝗻 𝗽𝗼𝗶𝗻𝘁𝘀 in real-time. 🎯 𝗔𝗹𝗶𝗴𝗻 𝗼𝘂𝗿 𝘁𝗲𝗮𝗺𝘀 around what matters most to our customers and the business. Want to learn how putting #JourneyManagement at the heart of your operations can transform YOUR business? Check out our recent live session where Dan Sullivan, and ✨Jochem van der Veer, share how we built a Journey Management dashboard that integrates business metrics, qualitative research, and data within the journey contexts – and how you can too. 👉 https://lnkd.in/dQEf-zwE What's your biggest challenge in implementing Journey Management in your organization?

🚨 Last call! Join us TOMORROW for an exciting conversation with Todd Unger, AMA's Chief Experience Officer (CXO), and author, as he reveals the secrets behind record-breaking CX growth. Learn how to transform your customer experience, get exclusive insights from his book 'The 10-Second Customer Journey', and participate in a live Q&A. Don’t forget to save your seat: https://lnkd.in/d9ft_99J

Want to see the big picture of your customer experience? 💡 Forrester's Joana de Quintanilha describes a Journey Atlas as a 'catalog' for your entire customer lifecycle. It's key to identifying the strategic touchpoints that drive satisfaction and loyalty. Just like you need both a city map AND a detailed street guide to navigate, customer-obsessed companies need both a 𝗝𝗼𝘂𝗿𝗻𝗲𝘆 𝗔𝘁𝗹𝗮𝘀 AND individual 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 𝗺𝗮𝗽𝘀 to truly understand their customers' experiences. 🗺️ We explore the concept of Journey Atlas and journey framework in more detail on our blog 👉 https://lnkd.in/d2tP7PEa #JourneyManagement #JourneyAtlas #CXTransformation #TheyDo