This is Journey Management – Online 2025-03

No matter if you’re completely new to journey maps or if you’re a veteran in journey mapping, using journey maps as a visual customer-centric management tool requires a specific set-up and governance structure. When implemented correctly, it can help you to keep an overview of ongoing and planned initiatives in your organization as well as a repository of past projects including previous journey maps and research data.

Journey Management enables you to:

• Keep a hierarchy of maps that are always up-to-date
• Build a repository of previous projects and research data
• Coordinate all projects in your organization with impact on CX/EX
• Find old projects and build new projects on existing data
• Create a dashboard of CX/EX for management
• Actively build bridges between organizational silos

Participant Quotes

"The Customer Journey Ops course with Marc is a great opportunity to learn and practice how you can build, connect and manage your customer journeys in a way that's relevant and useful for your organization. Marc provides theoretical grounds along with his insights and examples from different industries that help you and your team to build a clear repository of journeys that can be linked together and introduced into a journey mapping software tool as a single source of truth. This is a course that will help you build a foundation for a systematic approach to managing and designing better customer experiences across your organization."

Ana Osredkar, Co-founder and director – Servis 8, Slovenia

"I would recommend Journey Map Operations to anyone who wants to build End-to-End visibility of Customer Experience, break silos and unite their organization around customers and users. Marc gives lots of practical recommendations as well as strong inspirations. Make sure you do ask questions as Q&A is something I have found particularly amazing in this very hands-on course."

‍Nikita Zachinskiy, Behavioural Scientist, Vodafone NZ

‍Session 1: Management Maps (3 hours incl. breaks)

• Intro to Journey Management / Journey Map Operations
• Creation and use cases of Journey Maps
• Evaluation and reliability of Journey Maps
• Exercise on Management Maps
• Q&A session
  

Session 2: Journey Management (3 hours incl. breaks)

• Research exercise for Emotional Journey & Dramatic Arc
• Exercise on Journey Hierarchy incl. reflection
• Including KPIs and building Journey Performance Indicators (JPI)
• Personas as a strategic tool in Journey Management
• Q&A session

Session 3: Structures & Governance (3 hours incl. breaks)

• Overview of governance system for Journey Management
• JMO as an information system for organizations
• Connecting JMO with Triple Track Agile Management
• Exercise on crafting a roadmap to introduce JMO in organizations
• Q&A session