The Journey Management Playbook

Learn how to move beyond mapping and make journey management drive real business impact.

A video series on Journey Management — from implementation to business case. Produced in partnership with Service Design Show.

Journey management is only as valuable as the decisions it drives.

This series is built for CX professionals who want to make journey management a practice that actually influences how their organization operates and invests.

Two seasons. 12 episodes. Each one practical, each one focused on a specific barrier practitioners face.

NEW! Season 2 (4 episodes — dropping Apr-Jun 2026)

Hosted by Marc Fonteijn & Martin Palamarz

Most CX teams can't prove their work is worth the investment. This season gives you the tools to change that. From calculating the cost of bad CX to presenting a business case that gets funded.

• The real cost of bad customer experience (Available now)

• The CX turning point: from measurement to management
  (*coming soon)

• The business case playbook: presenting journey management to leadership (*coming soon)

• Breaking through the CX glass ceiling: reaching the C-suite (*coming soon)

Season 1 (8 episodes — available now)

Hosted by Marc Fonteijn & Tingting Lin

Follow a real case study, and learn step by step how to implement journey management. From defining the right business challenge to measuring and communicating impact.

• Defining the business challenge

• Ground your journeys in evidence, not guesswork

• From data to structure: AI sensemaking for your journeys

• Validating your journeys for action

• Structuring journeys that drive action

• The 2 building blocks that turn journey insights into action

• How to integrate journey management with your existing workflows

• Vertical storytelling: translating empathy into business value

Complete the form to unlock access to all 12 episodes — both seasons.