Mapping Experiences
A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams
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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.
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Zakup książki
Mapping Experiences, James Kalbach
- Język
- Rok wydania
- 2021
- Oprawa
- (miękka)
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- Tytuł
- Mapping Experiences
- Podtytuł
- A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams
- Język
- angielski
- Autorzy
- James Kalbach
- Wydawca
- O'Reilly Media
- Rok wydania
- 2021
- Oprawa
- miękka
- Liczba stron
- 400
- ISBN13
- 9781492076636
- Seria
- Kategorie
- Ocena
- 4,1 z 5
- Opis
- 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.