Oct 13, 202644 min
Get started with Journey Management with this short introduction course. It's FREE . ________________________________________________________________ Why do so many journey management initiatives stall after the first...
About this Podcast:
Journey management is the organisational operating system for customer experience. Based on dynamic, interlinked journey maps at different zoom levels, it connects organisational silos from a customer's perspective. Journey Management connects qualitative research data with live quantitative metrics, pain points, opportunities, and projects, and serves as an information system for customer-centric decision-making. The podcast explores how this works across different organisations and highlights aspects that inspire us as we scale service design through Journey Management. Hosted by Marc Stickdorn, CEO of Smaply and co-author of This is Service Design Thinking and This is Service Design Doing, This is Journey Management goes deep into customer experience (CX), customer journey mapping, service design, journey orchestration, and customer-centric transformation. Each episode, Marc sits down with the practitioners doing this work for real and those who inspire us: CX and experience leaders inside large enterprises, service designers and journey managers building the practice from scratch, and transformation executives turning customer journeys into business decisions. No fluff, no pitches. Just honest stories of our work. New episodes every two weeks. Follow the show to make this your destination for everything journey management.
Pitch Analysis
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Contact path
Public web form
Booking probability
36%
Guest openness
Selective
80/100
Required Score
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What is This is Journey Management about?
Journey management is the organisational operating system for customer experience. Based on dynamic, interlinked journey maps at different zoom levels, it connects organisational silos from a customer's perspective. Journey Management connects qualitative research data with live quantitative metrics, pain points, opportunities, and projects, and serves as an information system for customer-centric decision-making.
What has This is Journey Management covered recently?
Recent episodes include "Months, not workshops: the five levels of journey management maturity, with Esa Nettamo" (13 October 2026, 44 minutes), "Landscape the garden first: Journey Management at Cathay Pacific with Neil Williams" (30 September 2026, 42 minutes), and "Maps Were Always Useful: 15 Years of Journey Maps, with Itziar Pobes" (23 September 2026, 55 minutes).
How often does This is Journey Management publish?
This is Journey Management publishes roughly weekly, with episodes averaging 32 minutes.
How hard is it to get booked on This is Journey Management?
Booking probability for This is Journey Management is 36%, and the host is rated Selective on guests. This is Journey Management requires a Pod Score of 80 or higher. This is Journey Management's contact route on record: public web form.
Who should pitch This is Journey Management?
The strongest fits for This is Journey Management are Business & Management Consulting. This is Journey Management has an arts audience.
About the host
This is Journey Management is an arts podcast.
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Recent episodes
Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.
Sep 30, 202642 minGet 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...
Sep 23, 202655 minGet started with Journey Management with this short introduction course. It's FREE . ________________________________________________________________ Were journey maps useless before journey management? Marc Stickdorn...
Sep 16, 202641 minGet started with Journey Management with this short introduction course. It's FREE . ________________________________________________________________ Martina Francella joined Zurich Insurance as an intern four and a...
Sep 10, 202638 minGet started with Journey Management with this short introduction course. It's FREE . ________________________________________________________________ Birgit Mager became the world's first professor of service design in...
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Episode #1
Trailer: This is Journey Management
Aug 31, 20263 minI 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...
Episode #1
Trailer: This is Journey Management
Aug 31, 20263 minS0<p>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...
Recent guests
Recent guests on This is Journey Management. Study who booked and why before you pitch.
N
Neil Williams
Customer Experience Manager for Strategy and Service Design, British Film Institute
B
Birgit Mager
world's first professor of service design, Service Design Network
M
Martina Francella
Zurich Insurance
F
Fanny Giordano
VELUX
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