About the Book
Gain actionable insights to create, design, manage, and optimize experience journeys that enhance customer interactions, boost business growth, and deliver long-term value
Key Features
Implement an experience journey management framework that aligns customer experiences with business goals
Discover case studies of brands that have optimized their journey management frameworks
Gain insights from Diane Magers and Stacy Sherman on creating and managing impactful experience journeys
Purchase of the print or Kindle book includes a free PDF eBook
Book DescriptionIn today's digital era, driving business impact requires providing a seamless, customer-focused experience. Mapping and managing customer experiences is key to avoiding customer frustration and enhancing your brand name, and this guide taps into the authors’ over 25 years of experience to help new and seasoned practitioners enhance their mapping, designing, managing, orchestrating, and customer experience optimization skills.
This book teaches you about journey mapping and management in a step-by-step way. You'll get to grips with the framework and maturity model to craft an effective experience journey strategy. The chapters help you implement experience journey management by considering change management, data-driven insights, engaging design, multichannel orchestration, and touchpoint mapping. You'll explore technology and tools to gather insights, automate processes, personalize interactions, and collaborate effectively. You'll also learn to monitor the journey management in real time with constant customer feedback for iterative improvements. Finally, you'll measure the impact and success by scaling experience journey management initiatives across the organization.
By the end of this book, you'll become an experience journey management disruptor with the help of practical real-world use cases and expert insights.What you will learn
Gain a holistic understanding of journey management beyond basic journey mapping
Utilize an experience management framework and maturity model to craft an effective strategy
Implement experience journey management by considering key components
Discover how taking a human-centric approach can set a brand apart
Break internal silos and foster cohesive collaboration through journey management
Utilize technology, AI, and data to enhance engagement with customers, employees, and partners
Generate measurable impacts through proactive design and journey orchestration
Who this book is forThis book is for experience management professionals, digital leaders, human resource teams, UX practitioners, marketing, and product management professionals, helping them enhance their journey mapping, design, management, and optimization skills across all diverse business departments. Basic knowledge of journey management is required to get the most out of this book.
Table of Contents:
Table of Contents
Overview of Journey Management
The Experience Journey Management Framework
People, Process, Data, And Technology
Data-Driven Insights for Effective Journey Management
Designing Engaging Experience Journeys
Orchestrating Multichannel Experiences
Mapping Touchpoints and Moments of Truth
Cross-Functional Collaboration for Successful Journeys
Technology and Tools for Journey Management
Real-time Monitoring and Adaptive Journey Management
Customer Feedback and Iterative Improvements
Measuring Success in Journey Management
Change Management and Scaling Journey Management
Case Studies in Successful Experience Journey Management
Future Trends in Experience Journey Management
Becoming an Experience Journey Management Disruptor
About the Author :
Diane Magers, CCXP is an internationally renowned speaker, best-selling author, passionate and recognized thought leader, and founder and CEO of Experience Catalysts, an experience management advisory, coaching, and consulting firm. She is a founding member and past CEO of the Customer Experience Professionals Association (CXPA). She holds the designation of CCXP (Certified Customer Experience Professional), an MBA, and an MS in Psychology. As a previous practitioner with over twenty-five years of building and growing differentiation by experience including Sysco Foods and AT&T Business Solutions, Diane's passion is advising and coaching individuals, teams, and leaders to adopt and build the critical capabilities to define, design, and drive impact and measurable value for customers and their brands. She has influenced brands such as VMWare, State Farm, and Invisalign. Diane is a Professor of Practice for the Michigan State University CXM Master's Program and Instructor of Experience Management at Southern Methodist University. She is recognized on multiple “Experience Influencers to Follow” lists including the recent “Women in Power” and recognitions including the CX Academy's CX Fellowship Award and the CXPA Extra Mile Award winner. Stacy Sherman, a professional speaker, author and advisor, and customer experience practitioner, helps businesses significantly increase their income from existing customers, and maximize referrals and staff retention for sustainable growth. She achieves this through her proven Heart & Science™ model, merging 25+ years of CX and Marketing roles at reputable brands like Liveops, Verizon, Schindler Elevator, Wilton Brands, and AT&T, enhanced by an MBA and Customer Journey Management certifications. A recognized leader, Stacy has spoken at hundreds of global events and workshops, consistently earning recognition as a Top 30 Global Guru and a Top 25 CX Thought Leader by ICMI. Her impact is further evidenced by the prestigious W3 award for her Doing CX Right podcast. She continues to empower professionals through educational initiatives, including her LinkedIn Learning course, best-selling co-authored books, and insightful articles in dozens of business publications.
