Service Design Show2 Jan 2025

Journey Management in 2025: Trends, Challenges, and Predictions / Jochem van der Veer / Ep. #218

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 the 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 ] ---

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