2-day virtual workshop
January 20-21, 2025, 8:00am-12:00pm PT
This introductory course on Journey Management combines theory and hands-on exercises to help teams evolve from mapping journeys to managing them continuously. Participants will learn how to build a journey architecture, establish governance and rituals, define metrics and KPIs, and experiment with a journey management platform. The course offers the foundation to turn static maps into living management systems that drive alignment, decision-making, and business impact.
Target audience
CX, Service Design, and Product professionals who already work with journey mapping and want to evolve toward a journey-centric management model within their organizations.
Pre-requisites
- Basic knowledge of journey mapping and customer experience practices is required, as this course will not focus on teaching or practicing how to map journeys.
- Familiarity with tools like Miro or similar collaboration platforms is helpful but not required.
Takeaways
- Understand the difference between journey mapping and journey management
- Recognize the key components and maturity stages of journey management
- Learn how to design a journey architecture and governance system
- Connect journey insights with metrics, KPIs, and business goals
- Practice using a journey management platform
