Getting Things Done: How MediaMarktSaturn Turns Customer Journey Insights into Moments of Trust

Service Design projects often end with a long list of promising ideas for improving the customer experience. But how can organisations ensure that the most important ones are actually implemented—rather than ending up as another PowerPoint presentation in a drawer? In this session, MediaMarktSaturn uses a real-life example to reveal what it takes to turn customer journey insights into concrete action and create meaningful Moments of Trust. The presentation explores which data sources support decision-making, how MediaMarktSaturn organises omnichannel Journey Management across 11 countries and 1,000 stores, and which success factors help move initiatives from ideas to implementation. Discover how strategic focus, actionable data and cross-functional ownership can help organisations get the right things done—and deliver experiences customers remember for the right reasons.