Marc Stickdorn

Marc Stickdorn, a service design pioneer and CEO of Smaply, discusses the evolving landscape of service design and journey management. He highlights how organizations can scale service design across teams for systemic change. Stickdorn shares insights on integrating measurable ROI and effective communication with leadership. He emphasizes the importance of using AI thoughtfully, while advocating for real human research over algorithmic shortcuts. Additionally, he reveals tactics for fostering credibility through stealth projects that tie directly to organizational outcomes.