Mapping Experiences

A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

Autori

• James Kalbach

Parametri

• 400 pagine
• 14 ore di lettura

• Arte / Cultura
• Commercio e vendita
• Economia e affari
• Manuali e guide
• Saggistica

Maggiori informazioni sul libro

Focusing on the challenges organizations face with inconsistent customer experiences, this updated guide introduces alignment diagrams as a tool for transforming customer feedback into actionable insights. It emphasizes the importance of visually mapping customer interactions to identify where business objectives and customer needs align. The book explores advanced mapping techniques for multichannel experiences and highlights the role of facilitation in making mapping efforts actionable. Additionally, it discusses applying these methods in noncommercial contexts, such as supporting victims of domestic violence.

Lingua: Inglese

Pubblicato: 2021

(In brossura)