This is Journey Management

Marc Stickdorn
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  • Management

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.

Episodes

  1. 17h ago

    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 get past the one-off project and build something that lasts. Here's who's coming, and what they're going to show you. Many organisations say they're customer-centric. They do one service design project. Some maps, some personas, a few workshops. And then it stops. Teams have to beg for budget for the next project. Creative spaces become museums of journey maps. Projects end up as disconnected puzzle pieces. Only a few organisations really manage to set up an operating system for customer experience. That's the whole show. In this trailer, I introduce the first guests and what each of them is bringing: Esa Nettamo, founder of JourneyOps, on the five levels of journey maturity, and why buying the tool first is the most expensive mistake you can make.Neil Williams, Cathay Pacific, on bringing journey management into an airline. His rule: you don't hand people a garden, you landscape it first.Fanny Giordano, VELUX, who is remarkably honest about getting the process wrong twice before she got it right.Adam StJohn Lawrence, WorkPlayExperience, on facilitation, and on the language we use when designers work with management.Adrienne Tan, co-founder and CEO of Brainmates in Sydney, on what happens when journeys meet product management, and why your backlog and your roadmap should be the same list.Birgit Mager, the world's first professor of service design, going back through the history of this field. Including the artefacts.Practitioners and experts, showing their work. Examples and models, not slogans. No fluff, no pitch. Just honest stories about the work. Episodes are coming soon. Follow now to be first in line.

  • 1 Episode

About

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.

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