162: The Ins and Outs of Scaling Your Customer Journey Mapping with Jochem van der Veer
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Anyone working with customer journeys will deeply resonate with a struggle to align everyone around a shared understanding of the customer experience. As Co-Founder and CEO of TheyDo), the customer journey management solution for enterprises, Jochem van der Veer) is pushing the boundaries of modern CX management, enabling true cross-team collaboration in today's increasingly virtual world.

Having worked in interaction and UX design for 10+ years, Jochem) is well-versed in the power of truly walking in your customer’s shoes and passionate about helping companies transform towards a customer-centric way of working. His latest SaaS venture, TheyDo, is a platform that enables companies to visualize, standardize, and scale journey management so that their business goals align with customer needs.

Questions

• Could you tell us a little bit about how you got to where you are today?
• Could you tell us maybe one or two things that are key performance indicators if a company is trying to let's say, do a remap or maybe they've never done it before they're trying to figure out what is the journey of their customer? What do they want the journey to be?
• Have you found that things have changed a lot, especially in terms of customers’ expectations since the pandemic? What are some of the things that your organization is doing that helps to help organizations kind of emerge out of this global event we all had to experience.
• Could you give me an example, you can use any random industry, but just give us an example of what are some of the things that you do as an organization that can help your clients to master their customer experience and increase customer loyalty?
• Could you share with us what is the one online resource, tool, website or app that you absolutely cannot live without in your business?
• Could you share maybe one or two books that have had the biggest impact on you, it could be a book that you read a very long time ago, or even one that you've read recently, but it has had a great impact on you.
• Could you also share what's the one thing that's going on in your life right now that you're really excited about? It could be something you're working on to develop yourself or your people?
• Where can listeners find you online?
• Do you have a quote or saying that during times of adversity or challenging you tend to revert to this quote, it kind of helps to get you back on track or get you back refocus if for any reason you got derailed.

Highlights

Jochem’s Journey

When asked about his journey, Jochem shared that it ties into what we brought or speak about when we talk about customer experience. He has a background in interaction design, UX design and before they started TheyDo, they were consulting services, and basically helping big companies and Fortune 500 kind of like size to transform their way of work and really bring customer experience, which usually happens or was an add-on for customer service. But bring it to the front and allow everyone to see how their work impacts the customer experience and set up processes like design thinking or instill the way of working around journeys in a company so that everyone can participate in customer experience.

And what they noticed was there wasn't a good solution out there to turn journey maps, or insights that you got from let's say, customer service or your voice of customer programme into all your journeys and make sure that everyone could s