Workshops

In times of rapid change, business transformation must be deliberate and human-centered.In this hands-on workshop, we’ll explore how Journey Management can act as a strategic information system that connects disparate initiatives under a unified customer and employee experience (CX/EX) vision. You'll learn how to move beyond using journey maps as one-off workshop artifacts to treating them as enduring frameworks for orchestrating transformation across your organization.

How do we embed CX-centric thinking not just into teams and tools, but into the architecture of enterprise decision-making itself?

In this advanced workshop, we’ll elevate Journey Management into a strategic governance discipline, one that enables cross-functional alignment, transparent prioritization, and consistent experience delivery at scale. You’ll learn how to evolve journey maps from static visuals into a dynamic system of enterprise intelligence that guides transformation across silos.

If you’re working at the intersection of design, strategy, and experience, this session is for you. Explore how to navigate complexity and identify opportunities for meaningful change across layers and time horizons.

In today’s digital projects, AI is increasingly used as a design material, e.g. to design automated customer services. But design teams themselves are often slow or reluctant to fully adopt AI in their own practice for a range of reasons from fear of job loss to being seen as cheating to being dismissive of the output quality. This workshop sets up a deliberate counterpoint: an AI-first playground that might feel extreme, but opens up the exploratory space our profession urgently needs. It’s about discovering what becomes possible when we stop treating AI as a tool and start treating it as a collaborator in experiments, to learn what we need to take into our practices.

AI isn’t only changing how we run projects—it’s reshaping the future of service design and the organizations we work with. This half‑day session builds on the morning’s AI‑first simulation and asks: if AI can accelerate the ‘first loop’ of design, what does that mean for the structures around it—teams, collaboration, governance, and decision‑making? We’ll treat this as a big organizational shift and explore how service designers can help steward transformation with partners in organizational development and across the business—not alone, but as part of a broader coalition.