What I learned launching a Journey Management training and certification course
And what comes next...
Journey Management Training and Certification Pilot
August saw a huge milestone for the Journey Management Collective. We ran our first a full day, certified, Journey Management Course: ‘Journey Management as an Organizational Practice’
11 CX and Product leaders joined me, Florian Vollmer and Kaspar Kazil for a deep dive into the hands-on activities that underpin a successful Journey Management practice.
Stellar feedback!
We got some really positive feedack from the attendees, who loved the course! This gives us the confidence to build this out into a full training and certification program later this year and into 2025.
Here is some of the kind words from the attendees:
"Great opportunity to reflect on your approach to Journey Management with some of the best people out there that are making it happen!"
"It renewed my excitement and inspiration on how I will develop my practice."
“Participating in this workshop was transformative, deepening my understanding of Journey Management with practical tools and insights.
"Engaging and thought provoking training which motivates me to try this in my organization"
"The presenters’ evident passion and deep knowledge enriched the experience, making it both engaging and invaluable for my role as a UX Designer.”
"Highly valuable, actionable and informative for any CX professional who wants to move into journey management."
"A great way to start implementing Customer Journey Thinking!"
Three things I learned
Demand for high quality training is high
There is demand for high quality training around Journey Management. There was a real buzz in the group to be learning about the future of their craft as Service Designers. Some stand out aspects of the training that were universally appreciated include:
A good balance between education and frameworks, hands on practice alongside space for Q&A and peer discussion.
A flexible, principles based approach that provides both a shared language combined with flexibility and adaptability to the wide variety of business context.
A safe space where discussion is encouraged and questions and challenges can be worked through with peers.
Cross-functional alignment beyond the CX team is the biggest challenge
A recurring challenge for CX leadership is building a cross functional consensus for Journey Management across Product, Delivery, Data and the business.
Our training focusses on the organisational across these different roles and levels of the organisation. We interrogate what effective collaboration looks like as well as how to get started.
The biggest gains of Customer Journey Management come from the cross functional alignment, acting as the connective tissue between departments and roles, breaking down siloes and creating a shared language and view across the organisation.
In all cases. I have seen, Customer Journey Management is kicked off by the CX team. But getting buy-in beyond CX is a recurring and persistent challenge. Often it is not clear what CX is selling and the business is buying, or how to get this buy-in.
A need for community
There is an unmet need for community around Customer Journey Management
Every participant was keen to be involved in community events, link up with the other attendees and build their Journey Management network. I expect that the community focussed specifically on Journey Management will flourish in 2025.
What comes next… how we will take this forward
Based on the strong feedback and clear need we have identified in the market, we will take our learnings and build this into our training and certification offer.
We are currently working out the logistics and building the extensive pilot feedback into our course.
On these three key learnings we will:
Provide online training and certification to meet the demand
Clarify the benefits the CX team can bring to the business and highlight tried and tested strategises to secure cross-functional buy in
Develop more community events to support and grow the nascent Journey Management community.
A shout out to my collaborators ❤️
A big word of appreciation to my co-collaborators on this…
Kaspar Kazil your knowledge and next level presentation and workshop crafting skills made this workshop.
Florian Vollmer Your deep, broad and visionary understanding of journey management elevates our work. You really are the Don of Journey Management!
It’s been amazing working with both of you! ❤️