Beyond the Map: Why Journey Management — Not Orchestration — Is the Next Frontier for the US CX Industry

When we gathered in Berlin earlier this year, our conversation about journey management opened the first door. We explored how static journey maps have become corporate wallpaper — admired, referenced, even celebrated — yet disconnected from the real, messy, dynamic journeys customers actually experience.

Coming to Miami, it was clear the conversation wasn’t finished. If Berlin revealed the aspiration, Miami exposed the reality.