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.

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Spis treści

Transformative Experience Journey Management. Extend your capabilities beyond journey mapping through advanced strategies, frameworks, and tools eBook -- spis treści

• 1. Overview of Journey Management
• 2. The Experience Journey Management Framework
• 3. People, Process, Data, And Technology
• 4. Data-Driven Insights for Effective Journey Management
• 5. Designing Engaging Experience Journeys
• 6. Orchestrating Multichannel Experiences
• 7. Mapping Touchpoints and Moments of Truth
• 8. Cross-Functional Collaboration for Successful Journeys
• 9. Technology and Tools for Journey Management
• 10. Real-time Monitoring and Adaptive Journey Management
• 11. Customer Feedback and Iterative Improvements
• 12. Measuring Success in Journey Management
• 13. Change Management and Scaling Journey Management
• 14. Case Studies in Successful Experience Journey Management
• 15. Future Trends in Experience Journey Management
• 16. Becoming an Experience Journey Management Disruptor