CX Superheroes podcast - Series 16 Episode 4 - Evolving Customer Journey Orchestration - Jochem Van de Veer - TheyDo

CJM is an organisational tool, right? This is the point I take when I spoke with Jochem Van der Veer, the CEO of TheyDo, specialists in Customer Journey Orchestration. He confirms, its not the end, its a means to the end. But as he demonstrates, when CJM is your core discipline it becomes a much more expansive discussion with a much wider set of applications. My name is Christopher Brooks, CEO of Lexden CX and Lexden Luxe. We first spoke four years ago on a previous CX Superheroes podcast. So what's changed? Jochem shares how with AI we can move 3D to 4D mapping, the dynamic has moved on. He expands on how Customer Journey Mapping is a system, a context layer for all data to flow through. And it quantifies both performance and cost. So they provide a critical internal business tool as well as a window into the customer's world. Dive in and hear where we are with journey mapping, what more can be done and just where we are heading with AI as an input and partner in this discipline. In fact, today its much easier to achieve more from customer journey mapping, and you may not even need to map it! Of course, good quality data is still at the heart of best practice, but there is so much more data now available. If you want to speak with Jochem, his linkedin address is https://www.linkedin.com/in/jochemvanderveer/, or get in contact with TheyDo https://www.theydo.com/.