The PairUps are a series of virtual meetups organized by the SDN Netherlands Chapter, where we invite two leaders in the service design field and pair them up—one from the Netherlands and one from elsewhere. Together, they discuss an interesting topic related to service design.

This time, the topic was Journey Management, featuring two outstanding experts: Megs Armour and Radoslav Gulekov.

Megs is spearheading the design, deployment, and scaling of Lloyd’s Banking Group’s Journey Management discipline. She has led the design of their CX hierarchy and frameworks, their in-house journey atlas, as well as the roll out of their journey management software – determining how it delivers business and customer value.

Rado has been at the cradle of journey management at Randstad, and has been designing and operationalizing customer journeys for over 6 years. Today, together with his CX colleagues, the use of AI and a lot of perseverance he is busy bridging the global Voice of the Customer program and the journey management framework.

Megs and Rado shared their journeys and the winding path toward embedding journey management in their respective companies. They discussed the barriers they encountered, the factors that facilitated the process, and the essential elements required to implement such a system. The conversation also covered stakeholders, roles, ownership, and the different stages of the process.

Niels Corsten hosted the online event, facilitating the discussion and audience Q&A.