Customer Journey Mapping - Everything Important You Need to Know

LIST OF CHAPTERS:

• Chapter 1: A High-Level Overview of Customer Journey Mapping
• Chapter 2: 101 Questions and Answers
• Chapter 3: Glossary of 300 Terms
• Chapter 4: 100 Do's and 50 Don'ts
• Chapter 5: The CJM Playbook

Authored by Musab Qureshi, a Consultant from the UK (www.musabconsulting.com); this book is a best practice guide to Customer Journey Mapping (CJM) for professionals, consultants, students and business leaders who want to improve customer experiences.

Each part of the book gives a perspective and knowledge that ensures the reader gains immense benefit from every page of this valuable publication.

A major highlight in this second edition is "The CJM Playbook" which is a hands-on toolkit giving the methodology, templates, deliverables, KPIs and step-by-step guidance for applying CJM in real projects and business environments.