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Transformative Experience Journey Management. Extend your capabilities beyond journey mapping through advanced strategies, frameworks, and tools Diane Magers, Stacy Sherman

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Transformative Experience Journey Management. Extend your capabilities beyond journey mapping through advanced strategies, frameworks, and tools Diane Magers, Stacy Sherman - okladka książki

Transformative Experience Journey Management. Extend your capabilities beyond journey mapping through advanced strategies, frameworks, and tools Diane Magers, Stacy Sherman - okladka książki

Autorzy:
Diane Magers, Stacy Sherman
Serie wydawnicze:
Practical
Wydawnictwo:
Packt Publishing (Z chęcią przeczytam książkę w języku polskim)
Ocena:
Zostało Ci na świąteczne zamówienie opcje wysyłki »
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.

Wybrane bestsellery

O autorach książki

Diane Magers, CCXP is an internationally renowned speaker, best-selling author, passionate and recognized thought leader, and founder and CEO of Experience Catalysts, an experience management advisory, coaching, and consulting firm. She is a founding member and past CEO of the Customer Experience Professionals Association (CXPA). She holds the designation of CCXP (Certified Customer Experience Professional), an MBA, and an MS in Psychology. As a previous practitioner with over twenty-five years of building and growing differentiation by experience including Sysco Foods and AT&T Business Solutions, Diane's passion is advising and coaching individuals, teams, and leaders to adopt and build the critical capabilities to define, design, and drive impact and measurable value for customers and their brands. She has influenced brands such as VMWare, State Farm, and Invisalign. Diane is a Professor of Practice for the Michigan State University CXM Master's Program and Instructor of Experience Management at Southern Methodist University. She is recognized on multiple “Experience Influencers to Follow” lists including the recent “Women in Power” and recognitions including the CX Academy's CX Fellowship Award and the CXPA Extra Mile Award winner.
Stacy Sherman, a professional speaker, author and advisor, and customer experience practitioner, helps businesses significantly increase their income from existing customers, and maximize referrals and staff retention for sustainable growth. She achieves this through her proven Heart & Science™ model, merging 25+ years of CX and Marketing roles at reputable brands like Liveops, Verizon, Schindler Elevator, Wilton Brands, and AT&T, enhanced by an MBA and Customer Journey Management certifications. A recognized leader, Stacy has spoken at hundreds of global events and workshops, consistently earning recognition as a Top 30 Global Guru and a Top 25 CX Thought Leader by ICMI. Her impact is further evidenced by the prestigious W3 award for her Doing CX Right podcast. She continues to empower professionals through educational initiatives, including her LinkedIn Learning course, best-selling co-authored books, and insightful articles in dozens of business publications.

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