Marc is co-founder and CEO of More than Metrics, a start-up creating software for service design, such as Smaply. He helps organizations sustainably embed service design in their structures, processes, and culture. He developed the approach ofJourneyMapOps, a customer-centric management approach for agile organizations using digitaljourneymaps as a visual management tool.
He is the editor and author of several award-winning books and academic papers on service design. Marc regularly speaks at conferences on service design, entrepreneurship, and Journey Map Operations. With a background in strategic management and service design, he teaches at universities and gives executive courses, and pursues a Ph.D. in design science within information systems.
Marc lives in Innsbruck/Austria, surrounded by the European Alps, loves traveling with his family, and enjoys good coffee.
Nowadays, organizations run dozens, even hundreds, of agile projects that all impact user, customer, employee, or citizen experiences. Only a few of these projects are innovation or design projects – many of these are changes in SOPs, IT updates, implementing GDPR, and many more. All these projects impact cx/ex, but often there is no coordination between these.
In general, organizations struggle with managing multiple agile teams. Journey Map Ops is a management system of interconnected journey maps. It enables you to track pain points, KPIs, and projects impacting CX/EX across organizational silos. It can help you identify overlaps and contradictions between running and planned projects,creating backlogs of the customer and employee pain points, and planning respective projects. Journey Map Ops can develop into the underlying information system that feeds into Tripe-Track Agile Management.
In this 90-minute masterclass, you’ll get an overview of Journey Map Operations, some hands-on tips on how to set this up in your organization or your client’s organization, as well as some short collaborative exercises in Miro. Moreover, all masterclass participants receive a voucher for using Smaply 60 days for free to try JourneyMapOps on your own.