{"product_id":"the-journey-mapping-playbook-a-practical-guide-to-preparing-facilitating-and-unlocking-the-value-of-customer-journey-mapping-paperback","title":"The Journey Mapping Playbook: A Practical Guide to Preparing, Facilitating and Unlocking the Value of Customer Journey Mapping - Paperback","description":"\u003cp\u003eby \u003cb\u003eJerry Angrave\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eThe Journey Mapping Playbook: \u003c\/strong\u003e \u003cstrong\u003eA practical guide to preparing, facilitating and\u003cbr\u003eunlocking the value of customer journey mapping\u003c\/strong\u003e \u003c\/p\u003e \u003cp\u003eA valuable guide in helping you build stronger customer experience programmes by developing effective customer experience strategies. \u003c\/p\u003e \u003cp\u003eCustomer journey mapping is a vital tool used by Customer Experience professionals around the world. The journey map is crucial in understanding and managing the customer's perception of your service or brand at critical touchpoints and prioritising how to improve that experience. Journey mapping also shows where great experiences currently exist within the company and how they should be celebrated or protected. \u003c\/p\u003e \u003cp\u003eThe danger in not journey mapping or getting it wrong is having no meaningful purpose and no consensus around what actions to take or why. At best, you risk wasting time, and effort or, at worst, handing your advantage over to your competitor. \u003c\/p\u003e \u003cp\u003eWhat should a customer journey map envisage? How should you use it? And how do you plan, facilitate then demonstrate the value of journey mapping by providing a compelling argument within the organisation to make changes? \u003c\/p\u003e \u003cp\u003eThe Journey Mapping Playbook is an accessible how-to-do-it toolkit aimed at customer experience (CX) and marketing professionals who wish to improve their customer and employee experience. \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003eJerry Angrave, a Customer and Passenger Experience Director who works across many sectors, including aviation and travel, financial services, professional services, and manufacturing, provides insight and practical guidance on planning, facilitating, and delivering a strategic journey mapping workshop.  \u003cp\u003e\u003cbr\u003e\u003cstrong\u003eIn this playbook, you will learn how to: \u003cbr\u003e\u003c\/strong\u003e\u003cbr\u003eDefine journey mapping;\u003cbr\u003eUnderstand why a journey map is commercially important;\u003cbr\u003ePrioritise which journeys to focus on and how;\u003cbr\u003eDecide whom to invite and which tools to prepare;\u003cbr\u003ePlan for an effective session;\u003cbr\u003eMake every stage of the journey relevant and purposeful;\u003cbr\u003eWhat to do at the output of the workshop to ensure you get the most out of them;\u003cbr\u003eBuild an ongoing programme;\u003cbr\u003eNurture better and more profitable customer experiences.\u003cbr\u003e\u003c\/p\u003e\u003cstrong\u003e\u003c\/strong\u003e \u003cp\u003eThis book is for you if: \u003c\/p\u003e \u003cp\u003eYou are a customer experience or marketing professional;\u003cbr\u003eYou are in the early stages of building a rewarding career in customer experience; \u003c\/p\u003e \u003cp\u003eThe Journey Mapping Playbook is a practical guide, presented in striking colour, with downloadable worksheets and frameworks to help you prepare, plan and run your workshop. \u003c\/p\u003e \u003cp\u003e\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eEvents around the book\u003c\/strong\u003e \u003c\/p\u003e \u003cp\u003eLink to a De Gruyter Online Event in which the author Jerry Angrave and founder \u0026amp; CEO of Empathyce, together with Ian Golding, Global Customer Experience Specialist; Sarah Corney, Head of Digital Experience, CIPD, London; and Nathalie Wickens, Customer Experience Manager, Cardiff Airport, discuss how business professionals can develop confidence with Customer Journey Mapping by making business decisions which are aligned with the experiences of the people they serve: \u003cbr\u003ehttps: \/\/youtu.be\/s64kDe1dm2Y \u003c\/p\u003e \u003cp\u003e\u003c\/p\u003e\u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e Jerry Angrave is Customer and Passenger Experience Director at Empathyce, a customer experience (CX) consulting and coaching company. \u003c\/p\u003e \u003cp\u003e Jerry works across many sectors including aviation and travel, financial services, professional services and manufacturing. Based in the United Kingdom, he works with companies throughout Europe and the Middle East. \u003c\/p\u003e \u003cp\u003e His work is about helping build stronger CX programmes through the development of effective CX strategies and the delivery of operational competencies. At its core is the understanding of customers; who they are, why they do business and their hopes, expectations and fears. \u003c\/p\u003e \u003cp\u003e The value in customer journey mapping is therefore in unlocking the most important issues and prioritising what should be done about them. Jerry has facilitated hundreds of journey mapping workshops and trained countless CX practitioners to run their own sessions.\u003cbr\u003eHe is a member of the Customer Experience Professionals Association, created in 2011 to support CX professionals globally. Jerry is hugely passionate about helping those who are looking to build a CX-based career to gain increased knowledge and confidence so they can contribute more to their organisation. \u003c\/p\u003e \u003cp\u003e Jerry spent many years in senior CX roles with corporate organisations, including Lloyds Banking Group, before establishing Empathyce in 2012. \u003c\/p\u003e\u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 156\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 0.5 x 9.4 x 6.7 IN\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e October 12, 2020\u003c\/div\u003e","brand":"Books by splitShops","offers":[{"title":"Default Title","offer_id":51764872053024,"sku":"9783110641110","price":32.99,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0974\/9764\/5344\/files\/dee7251484abcff3d204028a07de1762.webp?v=1780257011","url":"https:\/\/ebocreations.com\/products\/the-journey-mapping-playbook-a-practical-guide-to-preparing-facilitating-and-unlocking-the-value-of-customer-journey-mapping-paperback","provider":"The E-Book Oasis LLC","version":"1.0","type":"link"}