It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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continue reading
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Journey Management in 2025: Trends, Challenges, and Predictions / Jochem van der Veer / Ep. #218
Manage episode 458941841 series 1206631
Contenido proporcionado por Service Design Show. Todo el contenido del podcast, incluidos episodios, gráficos y descripciones de podcast, lo carga y proporciona directamente Service Design Show o su socio de plataforma de podcast. Si cree que alguien está utilizando su trabajo protegido por derechos de autor sin su permiso, puede seguir el proceso descrito aquí https://es.player.fm/legal.
First of all, I want to wish you a very happy 2025.
We're starting the new year with a bang.
Journey Management has been a hot topic for the last two years, and for good reason.
The shift from mapping to management might seem small, but it's a major change in how we and our clients approach things.
If you've been following the Show for a while, you know we are keeping up with these developments as they unfold.
So, I thought it would be great to invite a good friend and long-time partner of the Show, Jochem van der Veer, back to kick 2025 off with some predictions.
As CEO of TheyDo, Jochem is building one of the most innovative companies in this space. So I think it's fair to say that he has a front-row seat to how companies are adopting (or not) Journey Management.
In this conversation, we discuss how journey management has evolved, the challenges of scaling it, which organizations are succeeding, and what's next (including AI's influence).
Oh, and we announce a new conference...
Join us for a great episode that's going to give you a head start on your Journey Management journey this year.
What are YOUR predictions for this year? Leave a comment on YouTube (or Spotify). It'll be fun to revisit them next year 🙂
Enjoy the conversation, and once again Happy 2025!
Take care,
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to episode 218
05:00 Looking back at previous episode
06:45 Market shifts
09:00 Churn discussion
13:45 What's changed in TheyDo
15:45 Unexpected design challenges
19:30 Journey Management cornerstones
21:00 Automating everything
25:00 Jochem's Journey Management view
29:00 Journey as a tool
33:15 Cross-Functional challenges
36:00 Prioritization rituals
39:30 Customer alignment
45:00 Team adoption patterns
48:30 Specific problem solving
50:00 Industry roadblock
53:30 2026 hopes
54:30 Upcoming Conference
1:02:00 Jochem's 2025 outlook
1:03:00 Chat interface
1:07:00 Question to ponder
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
265 episodios
Compartir
Manage episode 458941841 series 1206631
Contenido proporcionado por Service Design Show. Todo el contenido del podcast, incluidos episodios, gráficos y descripciones de podcast, lo carga y proporciona directamente Service Design Show o su socio de plataforma de podcast. Si cree que alguien está utilizando su trabajo protegido por derechos de autor sin su permiso, puede seguir el proceso descrito aquí https://es.player.fm/legal.
First of all, I want to wish you a very happy 2025.
We're starting the new year with a bang.
Journey Management has been a hot topic for the last two years, and for good reason.
The shift from mapping to management might seem small, but it's a major change in how we and our clients approach things.
If you've been following the Show for a while, you know we are keeping up with these developments as they unfold.
So, I thought it would be great to invite a good friend and long-time partner of the Show, Jochem van der Veer, back to kick 2025 off with some predictions.
As CEO of TheyDo, Jochem is building one of the most innovative companies in this space. So I think it's fair to say that he has a front-row seat to how companies are adopting (or not) Journey Management.
In this conversation, we discuss how journey management has evolved, the challenges of scaling it, which organizations are succeeding, and what's next (including AI's influence).
Oh, and we announce a new conference...
Join us for a great episode that's going to give you a head start on your Journey Management journey this year.
What are YOUR predictions for this year? Leave a comment on YouTube (or Spotify). It'll be fun to revisit them next year 🙂
Enjoy the conversation, and once again Happy 2025!
Take care,
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to episode 218
05:00 Looking back at previous episode
06:45 Market shifts
09:00 Churn discussion
13:45 What's changed in TheyDo
15:45 Unexpected design challenges
19:30 Journey Management cornerstones
21:00 Automating everything
25:00 Jochem's Journey Management view
29:00 Journey as a tool
33:15 Cross-Functional challenges
36:00 Prioritization rituals
39:30 Customer alignment
45:00 Team adoption patterns
48:30 Specific problem solving
50:00 Industry roadblock
53:30 2026 hopes
54:30 Upcoming Conference
1:02:00 Jochem's 2025 outlook
1:03:00 Chat interface
1:07:00 Question to ponder
--- [ 2. LINKS ] ---
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
265 episodios
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Similar a Service Design Show
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Each weekday, Marketplace’s Kai Ryssdal and Kimberly Adams make today make sense. Along with our supersmart listeners, we break down happenings in tech, the economy and culture. Every Tuesday we bring on a guest to dive deeper into one important topic. Because none of us is as smart as all of us.
…
continue reading
Wharton faculty and industry leaders discuss their latest research, books, and relevant business topics. Hosted on Acast. See acast.com/privacy for more information.
…
continue reading
Bitcoin pioneer Charlie Shrem peels back the layers on the lives and backgrounds of the world's most impactful innovators. Centering around intimate narratives, Shrem uncovers a detailed, previously unspoken story of the genesis and evolution of bitcoin, cryptocurrency, artificial intelligence, and the web3 movements. Join Shrem as he journeys through the uncharted territories of tech revolutions, revealing the human side of the stories that shaped the digital world we live in today.
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continue reading
In each episode of "Goldman Sachs Exchanges," people from the firm share their insights on developments shaping industries, markets and the global economy.
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continue reading
News and views on business and the world of personal finance. Plus the very latest from the financial markets around the globe
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continue reading
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
Join host and Harvard Business School Online Creative Director Chris Linnane as he sits down with HBS faculty to discuss business education in a way that’s both entertaining and insightful. The Parlor Room is your key to breaking down academic theory without sacrificing depth—all while gaining practical takeaways for navigating the business world.
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continue reading
Montgomery & Company (MoCo) is a weekly podcast and radio show hosted by two-time WNBA Champion and Co-Owner/Vice President of the Atlanta Dream, Renee Montgomery, in partnership with WABE Atlanta. Both insightful and compelling, MoCo features interviews with some of the world’s top athletes, entertainers, and innovators as well as roundtable discussions with Renee’s colleagues, friends, and family, about sports, culture and building generational wealth. Montgomery & Company: Sports, Cultu ...
…
continue reading
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continue reading
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