"Before the yes, insight gets you in. After the yes, decisions keep you there."

Sofia did everything right.

She found the exposed executive. Ran a 90-day pilot on the renewal journey. Churn dropped nine points. Finance verified the recovery — seven figures.

Month one: applause at the QBR. The VP calls it the best work the team has done in years.

Month three: a pricing decision gets made on the same renewal book she just fixed. In a meeting she wasn't in. She finds out from the notes.

Two weeks later, someone asks if she can make a map for the loyalty program.

The season finale of the Journey Management Playbook is built around the thing nobody talks about after the pilot lands: getting in the room is not the win. Staying in it is.

Marc Fonteijn and Martin Palamarz unpack why Sofia lost the room — and what the identity shift from insight provider to journey manager actually looks like in practice.

What you'll walk away with:

• Why delivering the pilot while still playing the old role is exactly how you end up back at the mapping desk

• The two roles every successful Journey Management initiative needs — and why the journey manager and journey owner cannot be the same person

• A practical Monday morning routine to make yourself structurally necessary — not just useful

• How to keep driving decisions across verticals even when you don't control their budgets or timelines