Journey Management Study Group - Guest speaker: Nataliia Panchenko

​Nataliia Panchenko is our guest speaker for the online event in February.

​Join us for an engaging conversation with Nataliia and fellow Journey Management enthusiasts!

​Topic
Why we didn’t start with CJM: A business game that changed how teams see the customer journey

Overview
In this talk, Nataliia will share how her team chose a different entry point: educating teams through a CJM-inspired business game before implementing the method itself. The game was designed to help teams experience the customer journey as a system of dependencies, constraints, and consequences, not just stages on a map.

Without revealing the full mechanics, Nataliia talk about what the game helped teams realize, the behaviors it surfaced, and why readiness and shared understanding matter more than frameworks.

​Event details

• ​Date: Friday, February 27

• ​Time: 11 to 11:30 am (EST) | 5 to 5.30 pm (CET) | Time zone converter

• ​Location: Online event

​Note: After registration, the Zoom link will be shared with participants. The event will be recorded and shared with the attendees in a follow-up email.

​Agenda

• ​Presentation by Nataliia - 20 minutes

• ​Q&A with Nataliia - 20 minutes

​Note: After registration, the Zoom link will be shared with participants.

​About the guest speaker

​Nataliia Panchenko is a Manager, B2C - Service Design and CX at AUTODOC.

She is based in Germany.

​Nataliia is an Accredited Service Designer working with complex e-commerce products and cross-functional teams.

She focuses on helping organizations move from local optimization to shared ownership of the customer journey.

Nataliia designs and facilitates learning experiences, workshops, experiments, and business games that help teams understand how customer journeys and experiences actually work and what it takes to manage them together.

​If you have any questions before our meet-up, please feel free to send them to arun.martin@gmail.com.

​We value your attendance!