Startseite Podcasts This is Journey Management

This is Journey Management

Marc Stickdorn 1 Folgen Sep 30, 2026

This is Journey Management explores how organizations can manage their business around the customer journey as a permanent capability, not just a one-off mapping exercise. Hosted by Marc Stickdorn, author and founder of Smaply, the show dives into customer experience, service design, journey orchestration, and customer-centric transformation. Each episode features conversations with practitioners who are implementing these approaches in real enterprises. The podcast focuses on practical insights and honest discussion, avoiding fluff and vendor pitches. New episodes are released every two weeks.

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Landscape the garden first: Journey Management at Cathay Pacific with Neil Williams Sep 30, 2026 2518 Get started with Journey Management with this short introduction course. It's FREE.________________________________________________________________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-lev

Maps Were Always Useful: 15 Years of Journey Maps, with Itziar Pobes Sep 23, 2026 3288 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 caree

Customer-Grounded, Decision-Made: Scaling Journey Management at Zurich Insurance, with Martina Francella Sep 16, 2026 2469 Get started with Journey Management with this short introduction course. It's FREE.________________________________________________________________Martina Francella joined Zurich Insurance as an intern four and a half years ago. Today she is a senior service designer at the group's corporate center in Zurich, and one of the people behind a journey management program now running in 17 coun

30 Years of Service Design: The Artifacts and the Stories, with Birgit Mager Sep 10, 2026 2301 Get started with Journey Management with this short introduction course. It's FREE.________________________________________________________________Birgit Mager became the world's first professor of service design in 1995. Now retired, she has been clearing out her office and finding 30 years of artifacts along the way. In this episode, she walks Marc through them: the first German book on

Trailer: This is Journey Management Aug 31, 2026 153 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