Gain actionable insights to create, design, manage, and optimize experience journeys that enhance customer interactions, boost business growth, and deliver long-term value
Key Features
- Implement an experience journey management framework that aligns customer experiences with business goals
- Discover case studies of brands that have optimized their journey management frameworks
- Gain insights from Diane Magers and Stacy Sherman on creating and managing impactful experience journeys
- Purchase of the print or Kindle book includes a free PDF eBook
Book Description
In today's digital era, driving business impact requires providing a seamless, customer-focused experience. Mapping and managing customer experiences is key to avoiding customer frustration and enhancing your brand name, and this guide taps into the authors' over 25 years of experience to help new and seasoned practitioners enhance their mapping, designing, managing, orchestrating, and customer experience optimization skills. This book teaches you about journey mapping and management in a step-by-step way. You'll get to grips with the framework and maturity model to craft an effective experience journey strategy. The chapters help you implement experience journey management by considering change management, data-driven insights, engaging design, multichannel orchestration, and touchpoint mapping. You'll explore technology and tools to gather insights, automate processes, personalize interactions, and collaborate effectively. You'll also learn to monitor the journey management in real time with constant customer feedback for iterative improvements. Finally, you'll measure the impact and success by scaling experience journey management initiatives across the organization. By the end of this book, you'll become an experience journey management disruptor with the help of practical real-world use cases and expert insights.
What you will learn
- Gain a holistic understanding of journey management beyond basic journey mapping
- Utilize an experience management framework and maturity model to craft an effective strategy
- Implement experience journey management by considering key components
- Discover how taking a human-centric approach can set a brand apart
- Break internal silos and foster cohesive collaboration through journey management
- Utilize technology, AI, and data to enhance engagement with customers, employees, and partners
- Generate measurable impacts through proactive design and journey orchestration
Who this book is for
This book is for experience management professionals, digital leaders, human resource teams, UX practitioners, marketing, and product management professionals, helping them enhance their journey mapping, design, management, and optimization skills across all diverse business departments. Basic knowledge of journey management is required to get the most out of this book.
