I'm Brian Walsh, principal and sole practitioner for Structured Empathy. I provide training and consulting for customer experience design, beginning with journey mapping. I am a twin-degree professional engineer based in Toronto, but happily travel globally. 

Please connect via my LinkedIn profile


From 2010 to 2017 at Oracle, I introduced thousands of people to customer experience design using journey mapping for B2C & B2B customers, employees, donors, volunteers, students, citizens, suppliers and partners. I have led 50+ multi-customer events, and facilitated custom engagements for 100+ organizations including DuPont, McDonald's, Bosch, Cisco, Citibank, CIBC, Sun Life, Air Canada, Fairmont Hotels, Indigo, Pearson and the UN Refugee Agency. I was recently voted best new speaker at the International Fundraising Congress in Amsterdam.


In 2018 with Structured Empathy I have conducted engagements with the UN Refugee Agency (Washington, London,  Madrid, Copenhagen, Stockholm, Bonn, Rome, Beirut, Hong Kong, Seoul, Tokyo and Sydney), Save the Children (London), Resource Alliance (Amsterdam), World Animal Protection (Copenhagen), Allianz, Capital One, Inertia Engineering, CMHC, York Region, and the Geneva Center for Autism.