Thought leader Marc Stickdorn is a German trainer and consultant for service design thinking. He lives in Innsbruck/Austria where he co-founded two start-ups.
He internationally supports both private and public organizations to build up knowledge in the field of service design. He supports them to apply service design within their organizational structures and processes aiming to break down silos, reduce development costs of new products and services and to increase customer experience. Marc is associate of DesignThinkers Academy in Amsterdam/NL and WorkPlayExperience in Nuremberg/GER. In 2010, Marc and Jakob Schneider published the award-winning book “This is Service Design Thinking”.
Smaply is a web-based software to visualize customer experiences with personas, stakeholder maps, and customer journey maps.
He published numerous academic papers on service design and ethnography – including two best paper awards. He pursues a PhD at the University of Erlangen-Nuremberg in Germany in information systems – Innovation and Value Creation.
This research led to his latest start-up in 2013: the academic spin-off ExperienceFellow. A combination of mobile apps and web-based software to research customer experience through mobile ethnography.
SDD Berlin: Fireside chat 2021
Journey Map Ops
SDN Dallas 2020: Masters of Service Design #1
Journey Map Ops / Journey Management
Service Design Show 2016 Episode #1
A Customer Journey Map is not a ****ing deliverable
From Business To Buttons 2019
Doing is the Hard Part: How to Embed Service Design in Organizations
IKEA International MBA Challenge Week 2014
Teaching service design at IE business school 2014
IxDA Interaction Latin America 2018
Service Design & Organisational Change: How to bring service design in startups and multinationals
“I would recommend Journey Map Operations to anyone who wants to build End-to-End visibility of Customer Experience, break silos and unite their organization around customers and users. Marc gives lots of practical recommendations as well as strong inspirations. Make sure you do ask questions as Q&A is something I have found particularly amazing in this very hands-on course.”
“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.”
“Work in CX/EX or UX and manage Journey Ops in your org and need to have all of your E2E Journey experiences shareable on different layers of management and leadership within the org, maintain and score your growth opportunities, make quick on-the-fly adjustments to all touch-points for optimal product and service delivery. It might be an excellent tool for you.”