Who does this work.
Journey management rarely lives inside one title. It is carried by independent practitioners and specialist consultancies across the world.
Independent practitioners
Marc Stickdorn
Thought leader in service design and journey management; co-founder and CEO of Smaply and co-author of 'This is Service Design Thinking' and 'This is Service Design Doing'. Now writing the community-driven book 'This is Journey Management'.
marcstickdorn.comEugenia Jongewaard
Experience Designer and CJM expert; founder of PlanCanvas. Previously at Zendesk (employee #8, through to IPO), Nestlé and LGT Private Banking. Helps product teams move from intuition to voice-of-customer systems.
eugeniajongewaard.comItziar Pobes
Service designer and journey-management specialist; Course Leader at Service Design College. Previously Principal Service Designer at Zurich Insurance, with prior roles at King and Smallpdf.
itziarpobes.comGrace de Athayde
Customer Journey Ops Lead at Pfizer (Commercial AI Accelerator), making journey management operational at enterprise scale. Previously at Danfoss and the LEGO Group. Speaks globally on scaling customer-centricity across regulated industries.
grace.acTingting Lin
Founder and Journey Management Advisor bridging CX strategy with operational execution for global enterprises. Previously Principal Journey Management Coach at TheyDo, with nearly two decades across CX, product, and service design.
linkedin.com/in/tingting-lin-8728308Esa Nettamo
Journey Management Advisor, keynote speaker and founder of JourneyOps & Spark Design. Previously Chief Design Officer and Managing Partner at Digitalist Group, with 26 years across design management, strategy and research — now guiding organisations toward customer-centricity.
linkedin.com/in/nettamoLucy Stuyfzand
Journey Management specialist at Essense, writing and advising on how to implement journey management successfully — from mapping to an operational, cross-team practice.
essense.euConsultancies & studios
Essense
An Amsterdam CX consultancy focused on journey management & governance — implementing customer-centric, cross-department ways of working from marketing to support.
essense.euLivework Studio
A strategic service design consultancy founded in 2001, running journey-mapping and dynamic journey-management practices that embed customer-centricity across organizations.
liveworkstudio.comDAY21
A Copenhagen digital design agency combining strategic design with the science of customer journeys — Denmark's first and only certified TheyDo partner, turning journey insight into measurable, user-led digital experiences.
day21.dkTheyDo
An Amsterdam-based journey-management platform (founded 2018) that also advises enterprises on building a data-driven journey practice.
theydo.comForrester
An independent research and advisory firm whose CX analysts publish buyer's guides and frameworks on customer journey management platforms.
forrester.comService Design College
An educational organization training the next generation of journey and service-design practitioners, with course leaders drawn from active industry specialists.
servicedesigncollege.comHarmonic Design
An Atlanta-based service design studio (founded 2018) that helps organizations move from journey mapping to managing — building strategic journey-management practices that orchestrate experiences end-to-end, across silos and over time.
thisisharmonic.comAre you a journey management expert or consultancy and want to be featured?
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