Journey OPS - Stockholm

What a week for Sevice Design and CX community it was!
I am so happy that I attended the conference JourneyOps in Stockholm in September 2025 where I could truly immerse myself in Service Design, Journey mapping, and Customer Experience topics presented by leading top experts.It was amazing for me to learn from all the great speakers and their sharing and enthusiasm for Service Design topics: Marc Stickdorn Gerry Scullion Bjorn Torhall Itziar Pobes Martina Francella Marion Boberg Léo Lejeune Jens Peeters Harri Matias Nieminen Ville Österlund Heidi Ettanen 

My key takeaways from the event:
👀 Show Customer Journey Management even it is not perfect
🦣 Don't go too big or too small - find the middle size projects to be efficient and deliver change for customers.
💸 Costs typically gets limited often to "just money" - but there is also cost of time, mental effort, emotional cost, trust, reputational cost, opportunity cost, cultural cost
🙋‍♂️ None of us want to be the lonely change agent. Change happens when we do it together.

I was so happy to meet with many CX/UX and Service Design enthusiast and experts as Viivi Pitkänen, Solmaz Shabaz 🍉 Melina Kukkasela and many others for inspiring networking during the breaks and after the event.

Thank you Esa Nettamo organising this great event and supporting me to come.

All presentations flowed nicely into one another! Check all recordings here!