Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams by James Kalbach

Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams

James Kalbach

440 pages • first pub 2015 (editions)

nonfiction business design informative slow-paced
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Description

Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book sho...

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