Overview

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.

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