Mapping Experiences
A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams
by James Kalbach
Recommended by Kirk Borne and Jared Spool
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Should I read this?
Recommended by 2 sources and appears in Customer Experience, Business, and Nonfiction.
Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it's worse when people inside these companies can't pinpoint the problem because they're too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into...
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Why recommended
Recommended by 2 sources and appears in Customer Experience, Business, and Nonfiction.
Recommended by notable people
People and public figures who have recommended this book.
Recommendation Signals
Recommendation proof is sourced from public posts, interviews, reading lists, and cited references.
Jared Spool
“@ianjmacintosh I highly recommend @JimKalbach?s Mapping Experiences book. | User Experience #UX is the heart of #DigitalTransformation — ————— #BigData #DataScience #IoT #IIoT #IoTPL #DesignThinking #CX #AI #MachineLearning #JourneyAnalytics #abdsc ——— Create value with 'Experience Mapping' using this book:”
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