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Marc is Co-founder and CEO of ‘More than Metrics’, a growing company creating software for service design, such as ‘Smaply’ and ‘ExperienceFellow’. With a background in strategic management and service design, he helps organizations to sustainably embed service design in their structures, processes, and culture. He developed the approach of Journey Map Ops, a customer-centric management approach for agile organizations using digital journey maps as a visual management tool.
He is editor and author of the award-winning book “This is Service Design Thinking” (2010) and a main author of its sequel “This is Service Design Doing” (2018) and “This is Service Design Methods” (2018). Marc regularly speaks at conferences on service design and entrepreneurship. He teaches service design at universities and gives public and exclusive executive courses. Since many years, he pursues a PhD at the University of Erlangen-Nuremberg in Germany in information systems based on design science in which he developed a new mobile ethnographic research approach. He is almost finished since many years…
Marc lives in Innsbruck/Austria surrounded by the European Alps. If Marc is not working, he loves traveling with his family, enjoys good coffee, and riding his classic motorcycle.