The Journey Mapping Playbook: A practical guide to preparing facilitating andunlocking the
value of customer journey mapping A valuable guide in helping you build stronger customer
experience programmes by developing effective customer experience strategies. Customer 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. The 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. What
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? The 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.Jerry 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. In this playbook you will learn how
to:Define journey mapping Understand why a journey map is commercially important Prioritise
which journeys to focus on and how Decide whom to invite and which tools to prepare Plan for an
effective session Make every stage of the journey relevant and purposeful What to do at the
output of the workshop to ensure you get the most out of them Build an ongoing programme
Nurture better and more profitable customer experiences. This book is for you if: You are a
customer experience or marketing professional You are in the early stages of building a
rewarding career in customer experience The 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. Events around the book Link to a De Gruyter Online Event in which
the author Jerry Angrave and founder & 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:https: youtu.be s64kDe1dm2Y
