Journey Management at Scale: Governance, Use Cases, and Growing the Practice
Once the basics are in place, the hard part begins: keeping the practice alive, getting the organisation to use it, and expanding it without losing coherence. This half-day workshop is designed for people who already have some journey management experience and want to take it further. We will cover how to build a governance structure that actually works, including roles, cadences, and decision rights across journey levels; how to adapt the approach for different organisational contexts and maturity levels; and how to tackle the common challenges that stall or kill journey management in practice. We will also explore specific use cases and strategic focus areas, from experience improvement and redundancy detection to organisational alignment and investment prioritisation, so you can position journey management more effectively in your own context.
Facilitator
Dr. Marc Stickdorn
Founder & CEO of Smaply
Smaply
Marc Stickdorn is one of the main authors of This is Service Design Thinking and This is Service Design Doing, two widely used books that have shaped how practitioners and educators around the world approach service design. He holds a PhD in design science, with a focus on CX research methods for customer journeys, and lectures at universities and executive programmes on Service Design and Journey Management as organisational capabilities.
As founder and CEO of Smaply, he launched the first dedicated journey mapping software in 2012 and has spent the past decade helping organisations move from one-off mapping exercises to sustained Journey Management practices. He trains teams, advises organisations, and speaks at conferences on how to connect customer and employee experience to the decisions that actually matter.
He lives in Innsbruck, Austria, where the mountains are close, the coffee is good, and the family keeps everything in perspective.
