Most businesses try to get an overview and manage experience on whiteboards, but in this flatland, everything is just getting messy and complex. So, how do UX/UI professionals go from simple journey mapping to proper CX management? As more companies are adopting a more customer-centric approach, aligning tasks and agendas throughout different departments is what matters the most.

On your podcast, Jochem can talk about how companies can start with CX management the right way. He’ll share his unique journey framework that allows departments to prioritize and distribute tasks because their customers guide them. As a result, internal silos are organically removed and businesses gain a competitive advantage.

Too much emphasis on the digital transformation left organizations with a focus on the internal process but completely forgot about the customer experience. The problem? This business-centric approach and focus on internal processes leaves customers’ needs out of the equation.

On your podcast, Jochem can speak about how to close the gap between agile & customer experience. Specifically, how understanding the three stages of journey management (Mapping, Frameworks, Prioritization) helps to build solutions in line with opportunities brings agile and customer experience in sync.

How can businesses make the right decisions when they are biased towards their own large data sets? Well, they can’t. Yet, many organizations pride themselves on being strictly data-driven, and, as a result, they make short-term decisions driven by a need to achieve an irrelevant metric. Spreadsheets look perfect but, in reality, customers are not happy.

On your podcast, Jochem can talk about how to connect business goals with customers’ needs. Specifically, what questions organizations should ask to uncover the full story behind their data and how to interpret them correctly. He’ll also share examples of, often skewed, metrics such as NPS and many others.