Meet the team
Joost Bruggeman
Omnichannel Customer Experience Leader & Consultant
Joost Bruggeman is a seasoned Global Customer Experience Leader and Consultant based in the Netherlands. With over a decade of expertise in customer-centricity, Joost has worked as the Global Head (VP) of Customer Experience at Randstad, a market-leading HR service provider. As a consultant, Joost has a track record of designing and implementing CX programs and initiatives for several enterprise-level organizations.
“By uniting in our collective endeavour, we not only broaden our horizons but also foster a culture of learning and sharing best practices. As we pioneer the evolving field of journey management, we are on a path that has the potential to revolutionize how businesses engage with the world around them.”
Florian Volmer
Service Design Lead at AutoDesk
Service Design Lecturer at Georgia Institute of Technology
Florian Vollmer has 20+ years of experience leading and teaching design and transforming design capabilities at an enterprise scale. He leads teams that create transformative experiences in the CX, UX, EX, and PX space, using journey management and service design methodologies.
Florian currently is a service design lead at Autodesk and previously worked at NCR, where he established a global journey management practice.
In addition, he teaches Advanced Service Design at the Georgia Institute of Technology’s School of Design, speaks at global design and experience conferences, and his publications include ‘Journeys: From design artefacts to invaluable experience management tools’ (DMI Academic, 2022), chapters on service design and co-creation methods in “This is Service Design Doing” (O’Reilley, 2018), among other publications.
“Journey Management transforms how innovation and service design is practised at enterprise scale – driving customer centricity, experience leadership, and data-informed decisions at the same time.”
Josef Lowe
CX Manager & Coach
Over the last 7 years, Josef has promoted customer-centered work at the German energy supplier EnBW & Yello and systematized journey-centered work across brands. Since August 2023, Josef has been selfemployed with his brand “Connected Journeys”, with a mission to help companies establish the customer journey as a cross-hierarchy and cross-silo system.
“The only way for companies to differentiate themselves from competitors today is to be able to design and manage the customer experience across silos.”
Kaspar kazil
Service Designer and Journey Management Consultant
With over 8 years of expertise in Customer Experience (CX), Kaspar has excelled in roles encompassing Journey Management, UX, Service Design, and Product Management. As a former CX lead at TheyDo, he played a pivotal role in establishing Journey Management as a foundational practice, significantly impacting organisational approaches to customer engagement. Before this he worked as a Service Design Consultant at Koos Service Design, where he helped a broad range of customers to improve customer experience and set up the necessary innovation processes to do so at scale.
Simon Conway
Product Leader & Innovation Consultant
Simon has over 20 years’ experience in product leadership, including 12 years at a successful Ed-Tech startup as director of product and 7 years in consulting (Capgemini, AND Digital) with a focus on product leadership, CX and digital transformations at large corporations.
Simon’s specialism is helping businesses innovate with speed and quality using modern product practices like Continuous Discovery, Design Sprints, OKRs, Jobs to be Done & Experimentation.
In 2023, Simon has focussed solely on Journey Management, because this transformation approach solves many of the challenges he encountered from his past.
“Now is an exciting time to launch the Journey Management Collective! 2024 will be a big year for Journey Management and our collective will take a lead in creating insights, producing useful resources and supporting organisations to fully benefit from this game-changing approach”