I am working on our newest book, “This is Journey Management”.
Like the previous books, it is co-created with the global community: get early access to draft chapters, contribute cases, review the manuscript, and see your name in the book.
Upcoming courses
Live and hands-on, capped at 25 seats. You leave with a proven method, ready-to-use templates, and a rollout roadmap for your organization. Not just theory.
Why do journey maps fail in most organizations?
Silos persist, even in agile-land.
Every team, department, and discipline works with its own language, its own KPIs, and its own incompatible tools. Everyone claims to be customer-centric, but success is still measured inside the silo. Nobody owns the end-to-end experience.
So maps get made, admired, and forgotten.
Experience shows roughly two out of three journey maps never drive any change. They are created in a workshop, shown around once, and quietly go stale, while departments unknowingly run duplicate projects and burn budget. Journey management fixes this: it turns your maps into a shared, always-current system for customer-centric decision-making.
From maps to management
Need to convince your colleagues first?
Download a ready-made deck that explains journey management in plain language. Use it in your next meeting as it is, no attribution needed.
Why invest?
Whether you are new to journey maps or a mapping veteran: running journey maps as a management tool requires a specific setup and governance structure. Done right, it changes how your organization takes decisions.
Journey Management
enables you to
- Keep one hierarchy of journey maps that is always up to date, from customer lifecycle to micro-journeys
- Build a searchable repository of past projects and research, so teams build on existing insights instead of starting from zero
- See every project with CX or EX impact on one map, making overlaps and contradictions impossible to miss
- Prioritize pain points and opportunities based on evidence, turning CX from "nice to have" into an investment decision
- Build real bridges between silos: a shared language, a shared tool, a shared customer perspective
In-house programme:
what you need to bring
- A team of 3 to 15 people who want to install journey management in your organization
- No previous journey mapping knowledge required, though it certainly helps
- Roughly 4 hours per week between the coaching sessions
- A meeting room with stable internet, video, and audio for the calls
- -> One client discovered in their very first journey management meeting that two departments had been running the same project in parallel for months. That single meeting paid for the entire setup.