The origins and future of Journey Management with Marc Stickdorn

In this event of the Swiss Service Design Network,  we speak about The origins and future of Journey Management with Marc Stickdorn.

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00:00 Introduction
01:09 Meet Marc
02:41 The origin story of Smaply
05:13 Marc's Service Design Ecosystem
07:30 Software agnostic Journey Management
09:48 Why Marc hates the terms Service Design, Touchpoints and Journey Management
14:26 The origins of Journey Mapping
20:41 Beyond the tools for Journey Management
22:41 The possible futures for Journey Management
28:25 How does Service Design shape organizations?
30:10 Metrics and Journey Management
34:40 Governance and Journey Management
38:27 Can an organization start with Journey Management?
40:35 Future of Service Design students should be aware of
43:36 Better terms for Journey Management
48:44 Marc's next book: This is Journey Management
49:55 Closing words