The Journey Management Playbook: build your action plan and the tools to execute it

Bring a real challenge and leave with a plan to move it forward.

This two-hour working session builds on the morning keynote. It focuses on a capability CX practitioners often leave underused: connecting what customers experience across departments to the root causes of business pain, then securing the authority to get the budget owner to fix them. Martin guides the practical work. Marc facilitates the exchange of best practices and helps the group develop them further.

You'll work through how to:

Find the right business problem and owner. Identify an urgent issue and the person with the budget and mandate to address it.

Build a credible case. Connect customer evidence to revenue, cost or risk, and make a transparent estimate from the information you already have.

Secure a feasible first commitment. Define a focused intervention, the support it needs and who is accountable for the outcome.

Verify impact and earn the next mandate. Agree how to measure the result, and use that evidence to extend your contribution beyond the pilot.

You'll leave with an action plan for your challenge, plus the evidence and first commitment you need to move it forward, so your contribution shows up in business results.

Who is this for: This workshop is for CX, service design and Journey Management practitioners and leaders, whether you've followed the podcast or are new to the playbook. Bring a stalled initiative or a business problem you believe customer insight could help solve, and be ready to work on the case you'll take back to its owner.