Journey Management Study Group - Guest speaker: Khayyam Lasi
Khayyam Lasi is our guest speaker for the online event in August.
Join us for an engaging conversation with Khayyam and fellow Journey Management enthusiasts!
Topic
Journey Management is a Team Sport Most Teams Refuse to Play
Overview
Most organizations treat customer journeys as artifacts — decks, whiteboards, maps admired once and forgotten. That is why customer experience keeps breaking.
Journey Management is not a deliverable; it is an operating system — a way for people, teams, systems, and signals to converge around the customer. But no operating system runs on good intentions. It runs on ruthless collaboration: the discipline to work in the open, share ownership, prioritize together, and act on evidence — even when it's uncomfortable.
In this talk, drawn from four years of building this practice at scale, Khayyam will show why Journey Management fails when it's tolerated instead of operated, and what it takes for product, design, research, marketing, and CS leaders to run the business through journeys rather than around them.
Event details
Date: Friday, August 7
Time: 11 am to 11:30 am (EDT) | 5 to 5.30 pm (CEST) | 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 Khayyam - 15 minutes
Q&A with Khayyam - 15 minutes
Note: After registration, the Zoom link will be shared with participants.
About the guest speaker
Khayyam Lasi is a Journey Management Lead at Autodesk.
He is based in Toronto, Canada.
He is a Math grad turned customer experience and service design leader, with a career focused on simplifying complexity inside organizations through a human-first approach to design.
After starting in insurance and discovering a passion for people in a call center role, he spent 8 years scaling CX operations at a fast-growing e-commerce startup. Since then, he has led journey management initiatives in banking at Autodesk.
If you have any questions before our meet-up, please feel free to send them to arun.martin@gmail.com.
We value your attendance!