Workshop
Description

At the strategic level, true business transformation requires more than isolated innovation, it demands a unified organizational response centered around customer and employee experience. While agile ways of working have become the norm, most organizations still struggle to align these decentralized efforts into a coherent transformation narrative.

So how do we embed CX-centric thinking not just into teams and tools, but into the architecture of enterprise decision-making itself?

In this advanced workshop, we’ll elevate Journey Management into a strategic governance discipline, one that enables cross-functional alignment, transparent prioritization, and consistent experience delivery at scale. You’ll learn how to evolve journey maps from static visuals into a dynamic system of enterprise intelligence that guides transformation across silos.

What sets this workshop apart is the depth and balance of perspective. Marc and Greg bring over 30 years of combined expertise that spans academic theory, cutting-edge service design tools, and deep real-world experience leading transformation inside complex organizations. Together, they will share their top 20 insights for embedding and scaling service design, grounded in what works in practice.

This session goes beyond theory, offering an unfiltered look into the real-world application of Journey Management. We’ll be joined by a panel of seasoned transformation leaders who will candidly share their lessons, successes, and hard-won insights from the field. Their experiences will illuminate how journey-centric thinking can foster resilience, agility, and sustained customer value in an increasingly complex world.

What you’ll take away:​

• A framework for positioning Journey Management as a long-term strategic capability

• Tools to embed journeys into enterprise governance, strategy, and planning

• Real-world stories and tactics from leaders shaping major transformation efforts

• Key practices for evolving journey maps into an enterprise-wide source of truth

Workshop location:

Slalom Office Located in: Lincoln Centre Address: 5430 Lyndon B Johnson Fwy # 1200, Dallas, TX 75240.

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Workshop time: 1pm-4pm
Please check that workshops you wish to book don't overlap, as some workshops are happening in parallel. Sign-up for workshops closes on Wednesday, October 1st.