『This is Journey Management』のカバーアート

This is Journey Management

This is Journey Management

著者： Marc Stickdorn
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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.Marc Stickdorn アート マネジメント マネジメント・リーダーシップ 経済学
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  • Months, not workshops: the five levels of journey management maturity, with Esa Nettamo

    Months, not workshops: the five levels of journey management maturity, with Esa Nettamo
    2026/10/13

    Get started with Journey Management with this short introduction course. It's FREE.
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    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 events across the Nordics and talking to hundreds of practitioners. He shares how the conversation has moved from education, to tools, to organisational buy-in, and walks through his five-level maturity model, from workshop maps to companies reorganised around journeys. We cover why tooling is only 10% of the work, how to win support with business outcomes, and what a reorg can do to an unprepared team. Find the talks and the JourneyOps Circle community at journey-ops.com.


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    Links

    • 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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    Credits
    Produced by This is Podcasting

    Click here to watch a video of this episode.
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    44 分
  • Landscape the garden first: Journey Management at Cathay Pacific with Neil Williams

    Landscape the garden first: Journey Management at Cathay Pacific with Neil Williams
    2026/09/30

    Get started with Journey Management with this short introduction course. It's FREE.
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    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.


    Links

    https://www.linkedin.com/in/neilcwilliams/


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    Links

    • 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

    ________________________________________________________________

    Credits
    Produced by This is Podcasting

    Click here to watch a video of this episode.
    続きを読む 一部表示
    42 分
  • Maps Were Always Useful: 15 Years of Journey Maps, with Itziar Pobes

    Maps Were Always Useful: 15 Years of Journey Maps, with Itziar Pobes
    2026/09/23

    Get started with Journey Management with this short introduction course. It's FREE.
    ________________________________________________________________



    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, to put that myth to rest. Itziar walks through real artefacts from her career: a sticky-note map that reframed a Barcelona City Council project, a 12-metre blueprint that became an operating model, a research map on ageing and a compact metro signage map. Together they explore how workshop, project and management maps differ, and why journey management lets designers stop waiting for briefs and start shaping strategy. Plus: Service Design Disrupted, Barcelona.

    Links

    • https://sddisrupted.org/


    ________________________________________________________________

    Links

    • 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

    ________________________________________________________________

    Credits
    Produced by This is Podcasting

    Click here to watch a video of this episode.
    続きを読む 一部表示
    55 分
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