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Journey Management

A course with SDN Acc. Master Marc Stickdorn

Early-bird Tickets end: Jan 20, 2024

Registration deadline: Feb 20, 2024


Dates: ​February 20-22, 2024

Hours:  15:00 - 18:00 CET




Course level:


Location: Online Live


Marc Stickdorn
SDN Acc. Master


What to expect?

This TiSDD DEEP DIVE is an intensive 3 half-day course on Journey Management (also known as Journey Map Operations). With a combination of talks, interactive workshops, and Q&A sessions, you'll learn how to bring journey mapping from a simple workshop tool to an interconnected information system in organizations.


Course in details

No matter if you’re completely new to journey maps or if you’re a veteran in journey mapping, using journey maps as a visual customer-centric management tool requires a specific set-up and governance structure. When implemented correctly, it can help you to keep an overview of ongoing and planned initiatives in your organization as well as a repository of past projects including previous journey maps and research data.

Journey Management enables you to:

  • Keep a hierarchy of maps that are always up-to-date

  • Build a repository of previous projects and research data

  • Coordinate all projects in your organization with impact on CX/EX

  • Find old projects and build new projects on existing data

  • Create a dashboard of CX/EX for management

  • Actively build bridges between organizational silos

Financial Inclusion

We as the SDN support financial inclusion as part of our DEI mission (Diversity, Equity and Inclusion), based on the world bank clusters. So, if you think you are eligible – please contact us at!

High income

Full training fee

Upper middle


Receive 25% discount

on the training fee

Lower middle


Receive 50% discount

on the training fee

Low income

Receive 75% discount

on the training fee


Session 1: Management Maps (3 hours incl. breaks)

  • Intro to Journey Management / Journey Map Operations (JMO)

  • Creation and use cases of Journey Maps

  • Evaluation and reliability of Journey Maps

  • Exercise on Management Maps

  • Q&A session

Session 2: Journey Management (3 hours incl. breaks)

  • Research exercise for Emotional Journey & Dramatic Arc

  • Exercise on Journey Hierarchy incl. reflection

  • Including KPIs and building Journey Performance Indicators (JPI)

  • Personas as a strategic tool in Journey Management

  • Q&A session

Session 3: Structures & Governance (3 hours incl. breaks)

  • Overview of governance system for Journey Management

  • JMO as an information system for organizations

  • Connecting JMO with Triple Track Agile Management

  • Exercise on crafting a roadmap to introduce JMO in organizations

  • Q&A session


" The Customer Journey Ops course with Marc is a great opportunity to learn and practice how you can build, connect and manage your customer journeys in a way that's relevant and useful for your organization. Marc provides theoretical grounds along with his insights and examples from different industries that help you and your team to build a clear repository of journeys that can be linked together and introduced into a journey mapping software tool as a single source of truth. This is a course that will help you build a foundation for a systematic approach to managing and designing better customer experiences across your organization. "

Ana Osredkar
Co-founder and director – Servis 8, Slovenia






*Early Bird deadline: Jan 20, 2024
*Registration deadline: Feb 20, 2024

Further questions? Don't hesitate to reach out to us below:

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