Journey Management Alliance

Journey Management Alliance

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Aligning CJM and OKRs to Drive Customer-Centric Success
A 4-part series on bridging the gap between CX, Product, and Delivery.
Building Bridges: Practical Steps to Align OKRs and CJM
As we’ve explored in this series, Objectives and Key Results (OKRs) and Customer Journey Management (CJM) are powerful frameworks that complement one…
 • 
Simon Conway
Synchronising rituals: Aligning CJM with the OKR Lifecycle
One set of rituals to support two complimentary frameworks simplifies adoption and supports collaboration.
 • 
Simon Conway
Mapping Success: How OKRs Fit into a Journey Atlas
In our exploration of Customer Journey Management (CJM) and Objectives and Key Results (OKRs) so far, we’ve seen how these frameworks complement each…
 • 
Simon Conway
The Perfect Pair: Why CJM and OKRs work so well together
An introduction to Customer Journey Management and OKRs

April 2024

5 Things I learned from teaching a graduate-level Advanced Service Design and Journey Management course
The global practice of Journey Management for CX innovation is rapidly growing.
 • 
Florian Vollmer
Product Managers Vs Journey Managers
A deep dive into how these roles work together in Customer Journey Management
 • 
Simon Conway
Journey Management provides a view of the customer experience at different levels
Create a holistic, customer-first map of even the most complex organisations, from large corporations, to city halls to government departments.
 • 
Simon Conway

March 2024

February 2024

Journey Management creates a unified language across teams
Create alignment with the universal language of the customer
 • 
Simon Conway
AI-moderated research is here to stay: Are you ready to let AI do your customer research?
AI-moderated research tools promise the depth of qualitative interviews at the speed and scale of a survey. But will these tools replace or supplement…
 • 
Kaspar Kazil
A Room, Beyond Zoom
Creating a Collaborative Space as Catalyst for Journey Management
 • 
Simon Conway
 and 
Joost Bruggeman
© 2025 Joost Bruggeman
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