The Journey Mapping Playbook is an accessible how-to toolkit book aimed at customer experience (CX) and marketing professionals looking for ways to improve customer and employee experience.
Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop.
The Journey Mapping Playbook is based on the author's real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers' lives is critical to achieve business success.
Helping you to nurture better and more profitable customer experiences, this book will help you to:
- Define journey mapping
- Understand why it is commercially important
- Prioritise which journeys to focus on and how
- Decide who to invite and which tools to prepare
- Plan for an effective session
- Make every stage of the journey relevant and purposeful
- Build an ongoing programme
The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business.
About the Author: Jerry Angrave is Customer and Passenger Experience Director at Empathyce, a customer experience (CX) consulting and coaching company.
Jerry works across many sectors including aviation and travel, financial services, professional services and manufacturing. Based in the United Kingdom, he works with companies throughout Europe and the Middle East.
His work is about helping build stronger CX programmes through the development of effective CX strategies and the delivery of operational competencies. At its core is the understanding of customers; who they are, why they do business and their hopes, expectations and fears.
The value in customer journey mapping is therefore in unlocking the most important issues and prioritising what should be done about them. Jerry has facilitated hundreds of journey mapping workshops and trained countless CX practitioners to run their own sessions.
He is a member of the Customer Experience Professionals Association, created in 2011 to support CX professionals globally. Jerry is hugely passionate about helping those who are looking to build a CX-based career to gain increased knowledge and confidence so they can contribute more to their organisation.
Jerry spent many years in senior CX roles with corporate organisations, including Lloyds Banking Group, before establishing Empathyce in 2012.
