The Experience Edge

Why executives nod at journey management - and then do nothing Leaders rarely push back on customer centricity - it sounds sensible, even obvious - yet that agreement is often exactly where journey management quietly stalls. In this Insights video, Jochem reflects on why the issue isn’t resistance but misunderstanding: journey management is still framed as a belief or a set of maps, when in reality it represents an operating model shift that changes prioritisation, coordination, ownership, and metrics.  The moment those implications become clear, the nodding stops, and that gap between agreement and impact is where most journey work dies. By reframing journey management as a coordination system rather than a CX deliverable, this reflection shows why a single pitch never works - and why connecting the language to what different leaders actually care about is the only way to move from concept to practice. In this video: Why customer centricity is easy to agree with but hard to operationalise How journey management shifts decision-making, not just documentation Why functional leaders and P&L owners need fundamentally different translations How journey management reduces chaos for teams - and reveals growth constraints for the business What “executive empathy” really means when pitching customer journeys If journey management keeps getting polite agreement but little traction, what are leaders actually hearing when you explain it? Follow Jochem on LinkedIn Learn more about Journey Management with TheyDo:https://www.theydo.com