● Free Webinar
Tuesday June 23rd 11am (CEST)
Journey Management: From Visualisations to Operating Systems
Webinar featuring Marc Stickdorn + Katrine Ly & Kasper Greve (Day21)
Journey maps capture reality. Journey management changes it. In 60 minutes, we will show you the structures, habits, and tools that turn CX insight into business impact.
What you'll walk away with
01
The Shift from Maps to Management
Why static journey maps fail to create change, and what a living journey management practice looks like in organizations that get results.
02
A Practical Framework to Implement
A step-by-step approach to embedding journey management into your workflows, from research and mapping to governance and continuous improvement.
03
Real-World Patterns and Best-Practice
What leading CX teams are doing differently. Common pitfalls, proven patterns, and how to build organizational buy-in for journey-led work.
Tuesday June 23rd 11am (CEST)
Your Hosts
Marc Stickdorn
Best-selling author & Co-Founder @ Smaply
Marc is a global CX thought leader, best-selling author and holds a PhD in Journey Map Research
Marc Stickdorn is one of the world's leading voices in customer experience and service design. As co-author of "This is Service Design Thinking" and "This is Service Design Doing", two of the most influential books in the field, he's shaped how a generation of practitioners approach CX work.
He's currently pursuing a PhD in Journey Map Research, pushing the academic and practical boundaries of how organizations understand and manage customer journeys.
Marc doesn't just write about journey management. He's spent the last decade building the tools and methods to make it work in practice. As co-founder of Smaply, he's helped hundreds of organizations move beyond static journey maps into a living, operational management discipline. He brings a rare combination of academic rigor, hands-on methodology, and real-world implementation experience.
He's currently pursuing a PhD in Journey Map Research, pushing the academic and practical boundaries of how organizations understand and manage customer journeys.
Marc doesn't just write about journey management. He's spent the last decade building the tools and methods to make it work in practice. As co-founder of Smaply, he's helped hundreds of organizations move beyond static journey maps into a living, operational management discipline. He brings a rare combination of academic rigor, hands-on methodology, and real-world implementation experience.
Katrine Ly
Partner, Lead Service Designer @ DAY21
Katrine is a specialist in journey-led design and journey management with 10+ years experience in UX.
With 10+ years of experience in UX, CX, and Service Design, Katrine Ly specializes in journey-led design and journey management. She combines a strategic mindset, insights-based argumentation, and journey-led thinking to help organizations create connected experiences that deliver measurable impact.
Kasper Greve
Partner, Strategy @ DAY21
Kasper has 15+ years of experience in digital product strategy with a focus on customer centricity to achieve client growth.
With 10+ years of experience in UX, CX, and Service Design, Katrine Ly specializes in journey-led design and journey management. She combines a strategic mindset, insights-based argumentation, and journey-led thinking to help organizations create connected experiences that deliver measurable impact.
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Smaply is a leading customer journey management platform that turns insights into actionable strategies for improved customer and business outcomes.
Learn more about Smaply
DAY21 is a leading digtial design and experience strategy agency that helps organisations grow, align and transform through journey-led strategy and design.
Learn more about DAY21Seats are limited
Reserve your spot today as spaces are filling up fast.
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