This episode features Martin Palamarz, co-founder and Chief Customer Officer at TheyDo. Martin shares his global career journey, working with iconic brands like IKEA, Volvo, Nike, and Adidas from Sweden to the UK. He explains how his passion for customer behavior and Agile practices led to co-founding TheyDo to help enterprises act on customer feedback at scale.
Furthermore, Martin introduces the concept of journey management, which is aligning data, teams, and decisions to improve customer experience. He also explores how AI enhances this process and emphasizes linking CX improvements to real business outcomes and metrics.
[01:44] Martin's Career Journey and Founding TheyDo
[05:28] Challenges in Customer Journey Management
[11:37] Introduction to Journey Management
[18:04] Examples of Journey Management Success
[23:32] Challenges in Becoming Customer-Centric
[30:15] Future Initiatives and AI in Journey Management
Connect with Martin:
LinkedIn: linkedin.com/in/palamarz
Email: martin@theydo.com
Website: theydo.com/
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