October 8th

Welcome Party

October 9th

Early badge collection at Bar Restaurant Nou Somni

Doors open

Founder 

Marc Fonteijn

Welcome & Opening Keynote

Professor of Contemporary Design Practices

Lucy Kimbell

Futures for service design: uncertainties and possibilities

Founder

Ovetta Sampson

Managing the human engagement risks of AI 

Coffee break

Choose from one of the following sessions, all taking place at the same time

Lead Service Designer

Daniel Hoffmann

Chapter Lead for User Research

Melanie Völkle

Making every mile count: scaling unified journeys through research and insight

Head of Service Design

Natalia Argüello

Orchestrating ecosystems at scale: the invisible work of the service design leader

CX Design Principle

Sarah Auslander

Service Designer and Lecturer

Roee Bigger

Measuring the Unknown

Scaling Journey Management: How to inspire organisational movement and drive impact at pace

Service Design Practice Lead

Aki Sirawongprasert

Scaling a journey management movement

Global Head of Design

Marga Barrera

Global Design Discipline Manager

Enrique Rodríguez Carrero

From shaping AI products to redefining design itself: Inside BBVA’s AI transformation journey

Co-Founder

Mark Smith

Institute for Journey Management Introduction

Lunch

Choose from one of the following masterclasses, all taking place at the same time. You will be able to select a preference from 1-3 for each day. Selecting a preference will not guarantee your attendance, but it will help us prioritize your experience.

Customer Journey Operations Lead

Grace de Athayde Câmara

Director of Insights

Florian Vollmer 

Chief Product Owner and Head of Experience Design & Journey Management

Jens Scharnetzki

Global Customer Experience Manager

Aude Jacquemin

Mastering journey management: a quick start guide

Senior Design Manager

Søren Lethin

Futurology Manager

Carol Tang

Applying futures at the LEGO Group - The playful process workshop

UNESCO Chair on Images of the Futures and Co-creation

Maya Van Leemput

Designing from difference: A futures literacy lab to diversify anticipatory skills

Reverse engineering the Human Engagement Risks™ of AI

Senior Service Designer

Martina Francella

Principal Service Designer

Itziar Pobes

From “So what?” to “Now what?”: Turning journey mapping into real business impact

Patrick Quattlebaum

Beyond the hero journey: Forging integrated practices for enduring change

Networking evening

October 10th

Start your Friday at Bar Restaurant Nou Somni

Welcome - Day 2

Chief Experience Officer

Roger Gagnon

Chief Creative Officer

Lauren Pleydell-Pearce

Christy Ho

From metrics to meaning: decoding the feeling economy

Senior Faculty Member

Mushon Zer-Aviv

Alessandro Manetti

How resilience stifles change

Choose from one of the following sessions, all taking place at the same time.

Manager Customer Centricity B2B

Gitta Mors

Journey Management Lead

Lucy Stuyfzand

From foundations to impact: building journey management in B2B

Head of Design

Sander Viegers

Design Strategy Lead

Natalia Marmolejo

Senior Designer

Manjari Sahu

Designing expertise at scale: building strategic influence at Rabobank

Director of Journey Management

Dan Sullivan

VP Experience Design

Brian Reed

Charting a course to strategic alignment

The rise of the journey ops role: when organizations start getting serious about scaling Journey Management

Global Head of Product UX Design

Birgit Geiberger

A humane compass: purpose-driven leadership

Applying futures at the LEGO Group - The case study on LEGO Preschool

Lunch (terrace)

Professor of Design

Sabine Junginger

Lecturer in Urban Design & Programme Director

Natalia Villamizar Duarte

Preparing for digital offboarding

Senior Design Researcher

Paulien Kreutzer

Qin Han

Making customer journey research last

Future Screenshots: Designing possible sustainable futures

Director of Radical Innovation

Colette Forma

Director waste valorisation

Stella van den Berg

Geert Christiaansen

Navigating change: co-creating strategy, supported by AI

Shreya Dhawan

Mariah Mills

Integrating Journey Management for Real Impact

Assistant Professor Designing for Responsible Digital Transitions

Jasper van Kuijk

What Service Design is (not) and can (not) do

Build your agenda