Marc Stickdorn is a passionate advocate for Service Design, Journey Management, and Human-centered Design in general. As the founder and CEO of Smaply, he helped shape the market for journey mapping and management software, pioneering the category in 2012 and setting the standard for how organizations visualize and manage experiences at scale. A leading voice in Journey Management, Marc has been delivering dedicated training on the topic for over a decade, equipping organizations with the mindsets, methods, and tools to embed customer and employee experience (CX/EX) into daily operations. He supports teams in building human-centric information systems that bridge silos and bring coherence to complex service ecosystems. Marc is also the author of the widely acclaimed books This is Service Design Thinking and This is Service Design Doing, both of which are used by professionals and educators around the globe. In addition to writing, he lectures at universities, contributes to academic research, and leads executive programs that help organizations internalize service design as a strategic capability. Based in Innsbruck, Austria, Marc balances life in the Alps with travel, time with his family, and a quest for great coffee. Known for his approachable style and practical expertise, he is a sought-after keynote speaker, advisor, and trainer on all things Service Design and Journey Management.

Marcus leads a team of UX designers and journey owners at Stim, creating experiences for songwriters, music publishers, and music users. He drives the strategic direction of Stim's service design work and is deeply involved in developing their customer journey management methodology, continually refining how the organisation delivers value to its users.

Anne-Kathrine leads product designers across digital foundations, design systems, and customer service at H&M, shaping holistic, AI-enabled user journeys on a global scale. She drives innovation in journey management through data insights and personalisation, with a focus on embedding design at scale and delivering seamless end-to-end experiences.

Sophie works with Miro's Nordic customers, helping them solve strategic challenges and drive tangible value for their organisations and teams.

Esa helps organisations build journey management as a core capability, not a one-off project. With 20+ years in design and innovation, he founded JourneyOps to connect practitioners sharing real-world insights on what it takes to make customer-centricity stick.