Introduction
Journey management is the organisational operating system for customer experience. Based on dynamic, interlinked journey maps at different zoom levels, it connects organisational silos from a customer's perspective. Journey Management connects qualitative research data with live quantitative metrics, pain points, opportunities, and projects, and serves as an information system for customer-centric decision-making. The podcast explores how this works across different organisations and highlights aspects that inspire us as we scale service design through Journey Management.
Hosted by Marc Stickdorn, CEO of Smaply and co-author of This is Service Design Thinking and This is Service Design Doing, This is Journey Management goes deep into customer experience (CX), customer journey mapping, service design, journey orchestration, and customer-centric transformation.
Each episode, Marc sits down with the practitioners doing this work for real and those who inspire us: CX and experience leaders inside large enterprises, service designers and journey managers building the practice from scratch, and transformation executives turning customer journeys into business decisions. No fluff, no pitches. Just honest stories of our work.
New episodes every two weeks. Follow the show to make this your destination for everything journey management.
Latest Episodes
Months, not workshops: the five levels of journey management maturity, with Esa Nettamo
Why do so many journey management initiatives stall after the first big mapping effort? Esa Nettamo, founder of JourneyOps, has spent two and a half years running even...
Landscape the garden first: Journey Management at Cathay Pacific with Neil Williams
What does it take to make journey management part of how a whole airline works? Neil Williams is Customer Experience Manager for Strategy and Service Design at Cathay ...
Maps Were Always Useful: 15 Years of Journey Maps, with Itziar Pobes
Were journey maps useless before journey management? Marc Stickdorn is joined by Itziar Pobes, a service designer with over 15 years of agency and in-house experience,...
Customer-Grounded, Decision-Made: Scaling Journey Management at Zurich Insurance, with Martina Francella
Martina Francella joined Zurich Insurance as an intern four and a half years ago. Today she is a senior service designer at the group's corporate center in Zurich, and...
30 Years of Service Design: The Artifacts and the Stories, with Birgit Mager
Birgit Mager became the world's first professor of service design in 1995. Now retired, she has been clearing out her office and finding 30 years of artifacts along th...