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...

Trailer: This is Journey Management

I started a podcast a few years ago, and then life happened and it stopped. I'm back, with a new one. This is Journey Management is about the few organisations that ge...