“Journey management isn’t just a tool—it’s an operating model that can align organizations around strategy, execution, and customer value.”
That’s the perspective of Patrick Quattlebaum (PQ), CEO of Harmonic Design, in his conversation with Harald Lamberts on the latest episode of the PROMISE Podcast. With over 25 years of experience in customer experience design, PQ has helped organizations move beyond isolated initiatives to strategic, journey-driven transformation.
More Than a Map: Why Journey Thinking Matters
In this episode, PQ and Harald dive into:
- Why journey management isn’t just a visualization exercise—it’s a business capability.
- The challenges of integrating CX, digital transformation, and operational excellence
- How organizations can break down silos and scale customer-centricity
- What it takes to align teams around customer needs while balancing efficiency, differentiation, and growth
Listen to this episode if you want to transform journey mapping from a one-off project into a scalable strategy. PQ shares insights on how successful organizations orchestrate experiences that meet customer expectations and drive real business impact.
🎧 Listen to the full episode here: https://haraldlamberts.com/5-orchestrating-experiences-more-relevant-then-ever/
About the PROMISE Podcast
The PROMISE Podcast, hosted by Harald Lamberts, explores how businesses can close the gap between brand intent and real-world customer experiences. Through deep conversations with industry leaders, it uncovers strategies for turning experience design into competitive advantage.
