“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, CEO of Harmonic Design and co-author of Orchestrating Experiences, shared in this episode of the PROMISE podcast.
With over 25 years of experience in customer experience design, Patrick has played a key role in shaping how organizations approach service design, journey management, and strategic collaboration. From his time at Adaptive Path—where he helped pioneer service design practices—to leading transformation efforts at Capital One, he has seen firsthand how organizations can use journey thinking to move beyond isolated CX initiatives and create lasting business impact.
In this conversation, Patrick shares why journey mapping is more than just a visualization exercise—it’s a critical framework for bridging strategy and execution. He discusses the challenges of integrating CX, digital transformation, and operational excellence, and why the most successful organizations are those that align cross-functional teams around customer needs while balancing efficiency, differentiation, and commercial success.
Listen to this episode if you want to learn how to scale customer-centricity, break down silos, and turn journey management into a powerful business capability. Patrick’s insights will challenge you to think beyond traditional CX and embrace a more holistic, strategic approach to experience orchestration.
Tune in to hear all the valuable lessons and examples he has to share!