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1. Drive CX Initiatives with Journey Mapping.

Author

GIBBONS, PATRICK

Subjects
*CUSTOMER relationship management, *CUSTOMER relations, *ADULT education workshops, *MARKERS (Pens), *PAPER
Abstract

The article discusses the significance of journey mapping in customer experience management. Suggestions are offered in conducting journey mapping workshop which include the involvement of a broad range of customers, writing the steps of the workshop process through markers and bringing paper and paper and sticky notes. Methods of improving customer experience initiatives are also tackled.

Published
2014