Transform static journey maps into a dynamic operational ecosystem. This hands-on workshop teaches leaders to break down silos, eliminate endless mapping cycles, and manage scattered insights into measurable strategic value.
Journey Management (also known as Journey Ops or CX Management) is the next evolution in business operations. It is a powerful framework that unites innovation, operations, product delivery, and technology teams, enabling leaders to make faster, smarter, and highly coordinated strategic decisions.
Yet, most organisations still try to manage journeys using maps built solely for research. These assets are often produced for isolated projects and workshops, only to end up as forgotten wall posters or archived files.
In this hands-on workshop, you will discover how leading organisations leverage Journey Management as a dynamic, information system for prioritisation and decision-making, driving transformation, building superior tech services and scaling connected brand experiences.
What you will learn and do:
Build the right maps for the right job
Move beyond basic mapping. Learn to design management map typologies that seamlessly align service models with operational management to drive action and achieve business goals.Audit & transition your journey assets
Gain the specific criteria you need as a leader to audit your existing assets, influence organisational stakeholders, and successfully shift your culture from static research to an ongoing management practice.Architect a ‘System of management information’
Build an Experience Framework and Journey Hierarchy. You will learn how to quickly consolidate assets produced by different teams at varying levels of fidelity, establishing a functional system that breaks the cycle of endless mapping.Navigate the pitfalls of journey governance & misalignment
Analyse real-world case studies to openly address the common traps of the practice, master journey governance, and learn how to bypass systemic misalignment.
Who Should Attend?
This session is for managers, directors, and practice leads who are:
Currently embedding or scaling a Journey Management practice within their organisation
Seeking to pilot or formalise a journey management approach that drives better, data-informed business decisions.
