Why Your Best Ideas Never Get Implemented / Stefan Wörnle / BTM26

Great service design ideas do not sell themselves. In this episode, Stefan Wörnle (Senior Manager Global Customer Experience at MediaMarktSaturn) reveals how to stop your best work from dying in a slide deck and actually get your ideas implemented.




We have all been there. A workshop wraps up with amazing energy, someone types up a tidy list of actions, and then nothing happens. Your hard work gets stuck between sticky notes and the next agenda item. When one repair experience fix at MediaMarktSaturn shipped almost instantly, Stefan got curious and reverse-engineered why it succeeded. Out of that investigation, he discovered 5 practical levers that move customer experience and service design projects from concept to reality.

🎯 In This Episode

• The Quality Myth: Why doing great service design work is never enough on its own to win organizational buy-in.

• The Workshop Trap: Why tidy action lists die right after high-energy mapping sessions and how to break the cycle.

• Reverse-Engineering Success: How analyzing one fast-shipping repair fix revealed 5 levers for getting ideas built.

• The Capital Market Shift: Why reporting Net Promoter Score (NPS) to the capital market for the first time changed everything for customer experience.

• Outcomes Over Workshops: How delivering one tangible business result builds more stakeholder trust than another mapping session ever will.

This conversation is part of a special series leading up to Beyond The Map, the journey management conference happening in London from November 9 to 11. Stefan will be on stage sharing all 5 implementation levers in full detail.




Grab your ticket at the link below and use code SDS26 at checkout for 25% off. Marc will be there too, so come say hi! 👋

Enjoy and keep getting things done!

Be well,

~ Marc

--- [ 1. GUIDE ] ---

00:00 Intro

02:00 Stefan Wörnle

03:15 MediaMarktSaturn

04:00 Talk Theme

05:15 Implementation Gap

07:00 Five Levers

08:15 Management Attention

09:45 Operative KPIs

13:15 Mystery Shopping

14:15 Program Management

16:00 High Sponsorship

17:30 Board Role

19:00 Key Takeaway

20:00 Conference Goals

22:45 Outro

--- [ 2. LINKS ] ---

• LinkedIn - https://www.linkedin.com/in/stefanwoernle/

• Beyond The Map - https://www.beyondthemap.com/

--- [ 3. CIRCLE ] ---

Join our private community for in-house service design professionals.

⁠https://servicedesignshow.com/circle

---[4. FIND THE SHOW ON] ---

• Youtube ~ https://go.servicedesignshow.com/btm26-stefan-youtube

• Spotify ~ https://go.servicedesignshow.com/btm26-stefan-spotify

• Apple ~ https://go.servicedesignshow.com/btm26-stefan-apple

• Snipd ~ https://go.servicedesignshow.com/btm26-stefan-snipd