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 Pacific in Hong Kong, after a first career in museums. He shares the four-level journey structure he has built, from an end-to-end atlas down to the maps working teams use every day. We talk about his gardening rule for getting teams started, why a printed map taped together from A3 sheets beats a shared link, and what cabin crew in the galley taught him about the customer experience. Plus his advice: start somewhere and adapt.

• Marc's Journey Management training: https://www.thisisjourneymanagement.com/
• Marc's Journey Management software: https://www.smaply.com
• Marc on LinkedIn: linkedin.com/in/stickdorn
• Marc's and Gerry's short self-paced free intro course to Journey Management: https://www.thisishcd.com/courses/introduction-to-journey-management

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