Managing customer journeys at scale for growth

Most organisations do not fail at service design because they lack methods or tools. They fail because new insights or ideas about how value can be created, or how problems can be fixed, that come out of workshops or projects are not absorbed beyond their immediate context, especially once they end.

This challenges the idea that failures across customer or employee experiences are primarily due to a lack of innovation and that more is needed in organisations to be competitive. Do organisations really have an innovation problem?

Journey management, or sometimes referred to as Journey Ops, is an emerging management practice that brings together design practices and customer journey frameworks, to build a human-centric information system that acts as the connective tissue across operations, product and technology teams to make better, more strategic data-informed decisions.

In this workshop, Anna will share how organisations are using Journey Management and Journey Operations strategically; to lead transformation projects, to build more desirable technology services, to bridge the experiential gaps that Product Management practices don’t, and to shift organisations to be more customer-centric without ever having to say it.