Journey Management Study Group - Guest speaker: Tom Connole

​Tom Connole is our guest speaker for the online event in January.

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

​Topic
A New Job: Managing Machine Journeys

Overview
Machines are growing in prevalence in the customer journey.

‘Empathy’ has been the cornerstone of design teams for the past 20+ years as we’ve worked to make our customer journeys human-centred.

- Does the emergence of machine customer journeys change that?
- How do we manage journeys differently when the customer becomes the machine?

Let’s geek out on the emerging approaches to this new practice and its impact on the evolution of customer journey management.

​Event details

• ​Date: Friday, January 23, 2026

• ​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 Tom - 15 minutes

• ​Q&A with Tom - 15 minutes

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

​About the guest speaker

​​Tom Connole is a CX Designer and a Builder of Journey Management tools.

He previously consulted on innovation and customer experience at Fusion Labs (now Deloitte) and for organisations including News Corp Australia, TAL Australia, and NSW Government (Australia).

Tom is based in Toronto, Canada.

​If you have any questions before our meet-up, please feel free to send them to [email protected].

​We value your attendance!