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Full Description
Gain insights to design, manage, and optimize experience journeys that enhance customer interactions, drive growth, and create lasting value.
Key Features
Build customer experiences that align with business goals focused on real results
Understand how top brands transformed their customer journeys for lasting success
Get guidance from Diane Magers and Stacy Sherman, trusted global leaders in journey management
Purchase of the print or Kindle book includes a free PDF eBook
Book DescriptionWhy do customers leave or stay with brands? It's not just about superior products or services, AI-driven features, or increased marketing. Retention hinges on seamless, trustworthy, and efficient interactions across every touchpoint. Too often, companies focus on quick fixes rather than the broader customer experience, leading to disjointed efforts, frustrated customers, and stalled growth.
This book revolutionizes Experience Journey Management (EJM) by teaching you to manage the entire experience—from start to finish—across channels and departments. Journey mapping is just the start. You'll learn how to create human-centered, cohesive journeys that build loyalty and sustainable success. With actionable strategies, frameworks, and resources, this guide enables your organization to deliver experiences customers love.
Learn how you can create meaningful change, fostering memorable, shareable experiences customers will remember and recommend by aligning and enabling departments like HR, IT, Marketing, and Operations. What you will learn
Gain a holistic view of journey management
Understand critical elements for success
Drive growth using proven frameworks and human-centric strategies
Leverage AI and data to enhance engagement
Break down silos to improve team alignment
Generate measurable impacts through proactive design and journey management
Who this book is forLeaders and teams in experience, product, design, and technology roles will find practical guidance to elevate customer experience and drive loyalty, growth, and retention.
Contents
Table of Contents
Overview of Journey Management
The Experience Journey Management Framework
Experience Journey Management: 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
