Sure, everyone's talking about Journey Management, but few are actually doing it well... It's one thing to map out customer journeys, but quite another to truly manage them.
The frameworks and models look great on paper, but reality is often far messier. Most organizations struggle to get a handle on even one journey, let alone a dozen!
So I'm excited that Florian Vollmer, a true pioneer in this field, returns to the Service Design Show to share his hard-won wisdom. You might remember him from his previous appearance on the Show where he talked about managing 100+ journeys at NCR.
What's fascinating is that Florian got a rare opportunity when starting his new role at Autodesk – a chance to rebuild a Journey Management practice from the ground up, applying all the lessons from his previous experience.
This is your classic "I wish I knew everything I know now at the start of this project. It would have been completed twice as fast and at half the cost."This time, we dive deep into the nitty-gritty of Journey Management, tackling tough questions like:
Who really owns the journey?
Are dedicated tools essential or just a distraction?
Why getting granular at the touchpoint level is essential?
What are the biggest challenges to launching Journey Management inside an organization?
And the million-dollar question: how do you get buy-in and funding when you're just starting out?
So if you're already knee-deep in Journey Management or just starting to explore it, I'm sure you'll appreciate Florian's honest perspective from the trenches.
One of my biggest takeaways from this conversation was that, as Florian explains in detail, this is really hard work. So you have to have patience and be kind to yourself. Amen to that!
Enjoy the conversation and keep making a positive impact.
Take care,
~ Marc
--- [ 1. GUIDE ] ---
00:00 Welcome to Episode 213
04:00 Looking back EP 168
05:15 Who is Florian
07:00 What is Journey Management
08:30 the momentum of journey management right now
13:00 How to manage customers
17:00 Balancing context switching
21:00 Evolving Role Perceptions
23:30 good quality vs great quality
26:00 Organic conversations vs Priorities
35:30 Who owns the journey?
39:30 Building momentum for change
42:30 Biggest key lessons
46:00 Journey management vs collaborations
48:30 Understanding journey management
55:15 Stay tuned for another episode with Florian
56:30 Resources
--- [ 2. LINKS ] ---
https://www.linkedin.com/in/florianvollmer/
Journey Management Alliance
https://journeymanagement.substack.com
--- [ 3. CIRCLE ] ---
Join our private community for in-house service design professionals.
https://servicedesignshow.com/circle
