Introduction
Journey management is the discipline of running your organisation around the customer journey - not as a one-off mapping project, but as a permanent operating capability. This is the show about how that actually works.
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 on 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: 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 vendor pitches - just the honest craft of managing journeys.
New episodes every two weeks. Follow the show to make this your destination for everything journey management.