This is Journey Management

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.

Seeking guests who are experienced CX leaders, service designers, or transformation executives actively engaged in implementing journey management, customer journey mapping, and customer-centric strategies within large organizations.

Note: Guest insights are created with AI assistance.