CX predictions for 2026: Join the insider session with our guest speaker from Forrester
Resources for
successful journeys
Discover the latest insights, industry trends, and expert recommendations with our resources.
)
Do You Have a Journey Management Strategy?
Find out where your practice stands — and what it takes to move it forward. A practical guide for CX and Service Design leaders on connecting journey insights to business outcomes, breaking down silos, and scaling impact across the organization.
)
The Journey Management Playbook
A step-by-step video series in collaboration with Service Design Show and our Principal Journey Management Coach that shows how to turn customer insights into measurable business impact.
Join Marc Fonteijn and Tingting Lin as they break down what effective Journey Management really looks like in practice—using real cases, proven methods, and AI-powered tools trusted by leading enterprise teams.
)
Journey Management ROI report
Fortune 500 companies forecast growth and revenue with NPS, using it as an indicator to understand which customer journeys to improve first.
)
Case study: From busted journey to €1.3M in savings
Why a leading financial institution banks on journey management to cut costs and improve CX. Learn how journey management paid off for this bank — and how your institution could benefit too.
)
Data, decisions, and doubt
Business leaders are increasingly dependent on dashboards but drowning in uncertainty due to lack of time to scrutinize data and false confidence in the insights used to inform decision-making. Overwhelmed by the volume of information they receive daily, 77% of executives admit they only sometimes or rarely question the data they rely on daily, despite 67% worrying that over-reliance on static dashboards risks missing critical opportunities.
)
Placing CX at the heart of your business strategy
Learn how organizations such Beauty Pie, Travel Counsellors, NCR, Manitoba Public Insurance, Vodafone, and Wayfair bring Journey Management into practice.
)
The future of finance runs on journey management
This 2-page executive brief offers an industry reality check, outlining the four core challenges financial institutions face today and how journey management helps solve them.
)
Walk through the customer's timeline
To conduct a journey-generating conversation, you need to understand the process your customer follows. We put together a complete script for a successful customer interview.
)
Drive excellence in the automotive sector
In the automotive sector, industry leaders face common challenges in delivering seamless customer experiences within increasingly complex environments. In this solution brief you will discover the main benefits of shifting gears to Journey Management, so you can navigate evolving customer needs and stay ahead in this competitive landscape.