Sayali Bharambe
She/Her
Co-author & Illustrator
This is Journey Management (the book)
Sayali Bharambe is a Service Designer and Change Strategist based in Darmstadt, Germany. With a background spanning Mechanical Engineering and professional Illustration, Sayali offers a rare perspective on the technical "componentry" of Strategic Service Design. This dual expertise makes her a formidable analyst of the complex technological systems that underpin modern experience transformation. She has taught at Politecnico di Milano and led strategic initiatives for global organisations, including Unilever, Philip Morris, frog, and the Deesha Education Foundation. Beyond her strategic work, Sayali is a published comic art illustrator, a skill she leverages to communicate intricate organisational challenges with clarity and impact.
Talk
Scaling the Connective Tissue: The State of Journey Management 2026
Why are our management approaches failing to orchestrate the very experiences we promise to our customers?
Building on the foundation of the ‘This is’ series and ‘This is Service Design Doing’, authors Marc Stickdorn, Anna Yip, and Sayali Bharambe present the results of their landmark ‘State of Journey Management’ research and next publication, ‘This is Journey Management’. As the most extensive study into this emerging practice, this research synthesises insights from 285+ contributors across 27 countries to address the friction between theory and practice.
While many organisations map journeys, few successfully use them to drive operational and strategic investment decisions. This talk moves beyond static Journey Maps to reveal over 96 activities and tools that define Journey Management as an emerging Management practice. We identify why legacy management approaches, which fail to override the rigidity of silos, are crumbling under the complexities organisations face today. We will demonstrate how Journey Management serves as the 'connective tissue' to unify disparate management practices and bridge the gap between fundamentally different concepts shaping how leaders pursue strategic success. Join us to explore the global state of the field and discover what this emerging, adaptive management practice looks like today and where it is headed tomorrow.
This is a co-presented talk with Anna Yip and Marc Stickdorn.