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What is TheyDo?

What is TheyDo?

A quick intro into the rapidly evolving world of journey management. Because it's not what customers say, it's what they do.

Welcome to TheyDo’s guide to getting started. Do your teams work on the customer experience, and are you wondering if you should use TheyDo – and what makes it different from journey mapping, or what journey management is? Then this guide is for you. We’ll walk you through everything you need to know to get the basic ideas behind a journey-centric approach to managing the customer experience. 

In this guide:

Maria Ebro answer the question: who drives the process of transformation when you’re working with journeys?

Mapping was never the endgame

The real way to ensure a great customer experience is by working as one.

We are building TheyDo to manage the links between people, processes, products and turn them into opportunities – all across your customer journeys.

This is what we call journey management.

No more messy whiteboards, duplicated efforts, or wasted resources.

You’ll standardize and scale service design across teams and departments – and never look back.

The rise of the experience-led organization

In today’s world, most organizations have made ‘Customer Experience’ their top strategic priority. But because ‘experience’ used to be the domain of product and UX (User Experience), it can be a challenge to ensure that every part of the organization is ready to work as one to deliver a great customer experience. A big one. 

Customer-centricity is a no-brainer. But creating mutual alignment between customer and business, beyond a single project, is very hard to do.

We often see organizations using customer journeys to create this mutual alignment between teams, priorities and customer needs. Traditionally speaking though, these journeys are made in ‘flatland’ – usually as flat, 1-dimensional visualizations in Excel, Powerpoint, digital whiteboards or other mapping tools – which makes it difficult to pull everything together beyond the scope of a single project. 

Simply put: working in ‘flatland’ is not the way to go.

This is where journey management comes in. By putting customer data and insights in the context of journeys, which in turn are organized in a living, breathing hierarchy that is able to adapt over time, your teams can prioritize the right opportunities and sync who’s working on what part of improving the customer experience – all in one place.

At TheyDo we believe a journey-centric organization is the best way to manage customer experience and in TheyDo, you’ll be able to set up a journey management system in no time.

We’re introducing a new way to manage journeys (somewhat like you already manage products), that allows you to create, keep and scale mutual alignment between business and customer. 

Introducing the journey-centric company

To create mutual alignment between company and customer, but more importantly: keep that alignment – we are introducing a new way to scale journey-centric workflows beyond a single product. Journey management is changing the way we work, and at TheyDo this new business discipline finally gets a home. 

We’ll get into more details in each guide, but here’s a glimpse of what’s possible with TheyDo:

  • Go from mapping to management
    And create a journey-centric process. TheyDo doesn’t just allow you to create journeys, but to also unify them in a single framework that allows everyone in the organization to participate in improving customer experience.
  • Work as one: improving the customer experience
    Journeys are the linking pin between products, services, processes, and the customer experience. TheyDo enables you to create alignment across teams and departments using journeys and opportunities as the common good, while allowing every team to work on their solutions and data at their own pace.
  • Create instant alignment at every level of the business
    When everyone speaks the same language, but also understands where and how their work impacts the total customer experience, it’s much easier to align and stay aligned (maybe for the first time in years).

We are excited to standardize journey management and accelerate the rise of the journey-centric company.
So let’s get started, by defining what journey management is and how it relates to your company.

While reading these guides we hope things fall into place and give you a feeling of ‘hell-yes! this is great!’.

If it’s anything less than that, please let Kaspar, our own CX Lead, know.

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