Tom Connole

Builder of journey management practices and platforms

Introduction to Customer Journey Management

Orchetta

Builder of journey management practices and platforms with 15+ years experience

Why the practice exists, what needs it serves, and how it differs from journey mapping and CX programs.

What customer journey management actually is

Siloed teams, handoff moments nobody owns, and metrics that don't connect to customer outcomes.

The conditions that make it necessary

A simple diagnostic to assess whether a dedicated practice is worth the investment in your organization.

How to tell if your organization needs a dedicated practice

Most journey mapping courses stop at sticky notes and touchpoints. This workshop (Deep Dive Lab) goes further.


Cohort 1

25-year UX and Service Design Leader

Microsoft

Nike

Intel

Capital One

Frank Spillers

Globally Recognized Design Leader

<h5>🔥 Early bird pricing $200USD off – code "EARLYBIRD" (until July 5th)</h5>UX Inner Circle members 50% off- message FrankJourney maps are everywhere. Most are shallow.Many organizations:<ul><li>Map touchpoints without understanding systems</li><li>Ignore backstage operations</li><li>Design without historical context</li><li>Overlook AI transformation impacts</li><li>Create artifacts disconnected from decision-making</li></ul>Strong journey mapping helps organizations:<ul><li>Identify service failures earlier</li><li>Align teams around evidence</li><li>Reduce operational blind spots</li><li>Improve accessibility and inclusion</li><li>Understand emotional and systemic friction</li><li>Plan future-state transformation responsibly</li></ul>The future of journey mapping is not visualization alone.It is:<ul><li>Inclusive User Research</li><li>Systems thinking</li><li>Organizational alignment</li><li>Operational understanding</li><li>AI-aware service transformation</li></ul>

Journey Mapping Beyond Sticky Notes: Research, History, and AI Futures

Take user research, synthesize evidence into journeys 

Build three strategic journey maps for "3D insights"

Create strategic future-state maps with AI

Create journey maps with org impact

<h3>UX Researchers and Designers</h3>You already (or don't) conduct (enough) user interviews, usability testing, or discovery research.

Service Designers, CX Professionals, and Transformation LeadsYou need better ways to uncover operational friction, and align stakeholders.

Product Managers, BAs, and Innovation LeadersYou want to understand how users experience your service beyond a single product or channel.

Turn Purpose and Values Into Clear Decisions That Move Your Business Forward

Founder & People-First Systems Advisor

Joyce Ventures

Lovable

University of Wisconsin-Madison

Positive Behavior Supports Corp.

Joyce White Nelson 

Founder, systems-change advisor, and creator of The Human Advantage in AI 

Small Interactive Group 

Your organization may already have a meaningful purpose and clearly stated values. The harder work is making them useful as AI accelerates decisions involving competing priorities, people, partnerships, technology, customer needs, or growth.How do you turn what your business says it stands for into the way it makes decisions and operates?In this interactive workshop, you will apply a practical process to one consequential business challenge:Purpose → Supporting Values → Decision Criteria → Actions → Systems → EvidenceYou will:<ul><li>clarify the impact you want to create, identify the values that must guide the path, and translate those values into criteria for what to choose, reject, test, revise, pause, or decline.</li><li>then define the actions, ownership, systems, and evidence needed to carry the decision into practice.</li><li>leave with a clearer next move, a practical Decision Blueprint, and a repeatable method for future decisions involving people, growth, partnerships, service, and technology.</li></ul>The goal is to make purpose operational—so your business can move forward with greater clarity, alignment, accountability, and confidence.Related insight: <a target="_blank" rel="noopener noreferrer nofollow" href="https://lovable.dev/projects/cfb90cf0-0f9d-411d-a85a-9bd435ef8556">Creating a Business for Impact</a>

Turn purpose and values into clear business decisions your team can act on, repeat, and improve with evidence.

Clarify one consequential business decision

Turn purpose and values into practical criteria

Identify the people, stakeholder interests, and tradeoffs

Translate the decision into observable actions, clearer ownership, 

Spot gaps in workflows, communication, accountability, and review points

Choose practical evidence signals

<h3>Founders and business owners</h3>Purpose-driven leaders making decisions about hiring, growth, partnerships, vendors, technology, or standards.

<h3>Executives and team leaders-</h3><h3>navigating misalignment, competing priorities, rework, or slow implementation across teams.</h3>

<h3>Consultants and Advisors - helping organizations translate mission and values into practical decisions, actions, and responsible AI adoption</h3>

Transform Your Marketing Strategy For Sustainable Growth: Harness Customer Engagement, Secure Buy-In, Foster A Thriving Community. 

Customer-Led Growth Architect

Asana

Anaplan

Adobe Marketo Engage

UnapologeTECH

First Round

Kalina Bryant

Forbes 30 Under 30 | Expert in Residence, First Round | GTM Leader

Customer-Led Growth for GTM Leaders 

Customer relationships are one of the most underutilized growth levers in business. Yet GTM leaders are expected to drive retention, expansion, advocacy, community, executive engagement, and revenue impact—often without a clear framework for success.The challenge isn't a lack of effort. It's a lack of strategy.Too often, customer programs are viewed as support functions rather than growth engines. Teams struggle to demonstrate impact, secure executive buy-in, and link customer engagement to business outcomes.In this course, you'll learn how high-growth SaaS companies turn customer relationships into growth. We'll cover advocacy, community, executive engagement, customer advisory boards, and storytelling while tying every initiative to measurable business results.Whether you're building your first program or scaling a mature function, you'll gain practical frameworks, leadership tools, templates, and playbooks you can apply immediately.The goal is simple: help you become a strategic GTM leader who turns customer trust into growth, influence, and measurable business impact.Because the future belongs to leaders who know how to build trust, community, and opportunity—not just brands.

Customer-Led Growth Leadership: Building Community, Influence, and Revenue

Build a Customer-Led Growth Operating Model

Launch Strategic Customer Advocacy Programs

Lead Executive Engagement & Customer Advisory Boards

Create & Scale Customer Communities

Turn Customer Stories Into Influence & Growth

Measure Impact & Earn Executive Buy-In

Customer Marketing &amp; Advocacy Leaders Customer marketers, advocates, and community leaders ready to elevate strategic impact and leadership

GTM &amp; Customer Leaders Marketing, GTM, and Customer Success leaders seeking frameworks to drive retention, expansion, advocacy, and growth.

Founders &amp; Startup Operators Founders and operators building customer-led growth with advocacy, community, and customer insights.

Learn to handle the conversations that shape team performance, trust, and your success as a manager.

Leadership & Communication Coach

Google

U of Digital

Amazon

Yahoo

Stripe

Brian McCaffrey

Ex-Google leader helping new managers become great managers.

October Crew

Most of us were promoted into management because we excelled as individual contributors, not because we were taught how to lead people.Almost overnight, we're expected to set expectations, give feedback, manage performance, and represent our team to senior leadership. Most of us never had the chance to practise these conversations before we were expected to have them for real.Over time, you realise something important: your team won't judge you by what you know about management. They'll judge you by the conversations you have.Great management comes to life in conversations. The expectations you set. The feedback you give. The questions you ask. These are the moments that build trust, create clarity, and define your effectiveness as a manager.This programme takes a different approach. Rather than learning management through theory alone, you'll analyse realistic workplace scenarios, prepare for difficult conversations, and receive practical coaching as you practise the conversations you'll soon be having in your own role.By the end of the programme, you won't just understand these conversations. You'll have prepared for them, practised them, and be ready when they matter most.

Master the conversations that define your success as a first-time manager.

Set clear expectations that build accountability and trust.

Deliver feedback that drives performance

Create team rituals that strengthen trust and engagement.

Support high performers and tackle underperformance early.

Deliver performance conversations that motivate

Communicate upwards with clarity, confidence, and influence.

You've just become a manager and want confidence in the conversations that matter most.

You're leading a team but have never received practical management training or coaching.

You're applying for your first management role and want to be ready before day one.

Agentic AI

Coding with AI

AI Workflows

Claude Code

OpenClaw

Vibe Coding

AI Evals

AI Transformation

RAG & Search

AI for PMs

AI for Engineers

AI for Designers

AI for Marketers

AI for Founders

Product Sense

Product Discovery

User Research

Prototyping

Growth

Analytics

Tech Foundations

Strategy

Influence

Leadership

Career Growth

Machine Learning

LLM Ops

Context Eng

Security

System Design

Figma

Design Systems

Visual Design

Design Strategy

Automation

Content Marketing

Demand Gen

Go-to-Market

Product Marketing

Positioning

Social Media

Brand

B2B Marketing

SEO & AEO

AI for Leaders

AI Governance

Communication

Management

People Operations

Exec Presence

Storytelling

Goal-setting

Personal Brand

Fundraising

Everyone

Operators

Data Scientists

Business Analysts

User Researchers

Customer Success

Project Managers

HR Professionals

Sales People

Lawyers

Finance

Investors

Real Estate

Educators

Creators

Product managers who drive strategy, development, and launch of products.

Designers who craft user experiences, interfaces, and visual design.

Setting strategic direction, making high-stakes decisions, and translating vision into execution.

User experience design — information architecture, interaction design, usability, and end-to-end experience flows.