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It's not the map. It's the mapping.
Organizations struggle to improve customer experiences when they focus on internal processes over people's needs. Visualizing experiences helps teams gain an outside-in view of the business, but maps alone don't provide magic answers. The real value is in mapping as a process: the conversations, analysis, and activation that turn insights into action. As data and speed increase in the age of AI, teams need a clear way to focus and align. Mapping Experiences puts the customer at the center of team collaboration.
A practical guide for teams, this book teaches how to use alignment diagrams to drive organizational change. Customer experience, UX, product, brand, marketing, and business leaders all shape what customers encounter. Mapping aligns business goals with customer needs across functions to deliver value. It's not just about surface--level optimization--it's about understanding people and building the capability to act on that insight.
This updated third edition shows how experience mapping evolved from a niche design practice to a core capability. Plus, it adds guidance for using mapping at scale to drive transformation across organizations. New content covers trends reshaping the field:
- Customer-centered collaboration throughout the mapping process, with expanded guidance on facilitating team activities
- Chapters on enterprise challenges, including journey orchestration, employee experience, and strategy
- Case studies showing mapping applications beyond commercial contexts
Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.
Informazioni sull'autore
Jim Kalbach is a noted author, speaker, and instructor in innovation, design, and the future of work. He is currently Chief Evangelist at Mural, a leading online whiteboard. He previously worked in various design and innovation consulting roles for large companies, such as eBay, SONY, IBM, EY, LexisNexis, and Citrix.
Jim is the author of several books: Designing Web Navigation (O'Reilly, 2007), Mapping Experiences, 2nd Ed. (O'Reilly, 2020), and The Jobs To Be Done Playbook (Rosenfeld, 2020). In 2023 he co-authored Collaborative Intelligence (Wiley, 2023) with Mariano Battan. Jim is also the Co-founder and Principal at the JTBD Toolkit, an online resource with learning, training, and content.
Le informazioni nella sezione "Su questo libro" possono far riferimento a edizioni diverse di questo titolo.
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Mapping Experiences (Paperback)
Da: Grand Eagle Retail, Bensenville, IL, U.S.A.
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Paperback. Condizione: new. Paperback. It's not the map. It's the mapping.Organizations struggle to improve customer experiences when they focus on internal processes over people's needs. Visualizing experiences helps teams gain an outside-in view of the business, but maps alone don't provide magic answers. The real value is in mapping as a process: the conversations, analysis, and activation that turn insights into action.This practical guide teaches teams to use alignment diagrams to drive organizational change. Customer experience, UX, product, brand, marketing, and business leaders all shape what customers encounter. Mapping aligns business goals with customer needs across functions to deliver value. It's not just about surface-level optimization-it's about understanding people and building the capability to act on that insight.This updated third edition shows how experience mapping evolved from a niche design practice to a core capability. Plus, it adds guidance for using mapping at scale to drive transformation across organizations. New content covers trends reshaping the field:Customer-centered collaboration throughout the mapping process, with expanded guidance on facilitating team activitiesChapters on enterprise challenges, including journey orchestration, employee experience, and strategyCase studies showing mapping applications beyond commercial contexts This updated third edition shows how experience mapping evolved from a niche design practice to a core capability. Plus, it adds guidance for using mapping at scale to drive transformation across organizations. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. Codice articolo 9798341672291
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Mapping Experiences: A Complete Guide to Activating Customer-Centered Collaboration
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Paperback. Condizione: New. 3rd. It's not the map. It's the mapping.Organizations struggle to improve customer experiences when they focus on internal processes over people's needs. Visualizing experiences helps teams gain an outside-in view of the business, but maps alone don't provide magic answers. The real value is in mapping as a process: the conversations, analysis, and activation that turn insights into action.This practical guide teaches teams to use alignment diagrams to drive organizational change. Customer experience, UX, product, brand, marketing, and business leaders all shape what customers encounter. Mapping aligns business goals with customer needs across functions to deliver value. It's not just about surface-level optimization-it's about understanding people and building the capability to act on that insight.This updated third edition shows how experience mapping evolved from a niche design practice to a core capability. Plus, it adds guidance for using mapping at scale to drive transformation across organizations. New content covers trends reshaping the field:Customer-centered collaboration throughout the mapping process, with expanded guidance on facilitating team activitiesChapters on enterprise challenges, including journey orchestration, employee experience, and strategyCase studies showing mapping applications beyond commercial contexts. Codice articolo LU-9798341672291
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Paperback. Condizione: New. 3rd. It's not the map. It's the mapping.Organizations struggle to improve customer experiences when they focus on internal processes over people's needs. Visualizing experiences helps teams gain an outside-in view of the business, but maps alone don't provide magic answers. The real value is in mapping as a process: the conversations, analysis, and activation that turn insights into action.This practical guide teaches teams to use alignment diagrams to drive organizational change. Customer experience, UX, product, brand, marketing, and business leaders all shape what customers encounter. Mapping aligns business goals with customer needs across functions to deliver value. It's not just about surface-level optimization-it's about understanding people and building the capability to act on that insight.This updated third edition shows how experience mapping evolved from a niche design practice to a core capability. Plus, it adds guidance for using mapping at scale to drive transformation across organizations. New content covers trends reshaping the field:Customer-centered collaboration throughout the mapping process, with expanded guidance on facilitating team activitiesChapters on enterprise challenges, including journey orchestration, employee experience, and strategyCase studies showing mapping applications beyond commercial contexts. Codice articolo LU-9798341672291
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Mapping Experiences 3e (eng)
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Mapping Experiences
Da: Rheinberg-Buch Andreas Meier eK, Bergisch Gladbach, Germania
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Taschenbuch. Condizione: Neu. Neuware -It's not the map. It's the mapping. Organizations struggle to improve customer experiences when they focus on internal processes over people's needs. Visualizing experiences helps teams gain an outside-in view of the business, but maps alone don't provide magic answers. The real value is in mapping as a process: the conversations, analysis, and activation that turn insights into action. As data and speed increase in the age of AI, teams need a clear way to focus and align. Mapping Experiences puts the customer at the center of team collaboration. A practical guide for teams, this book teaches how to use alignment diagrams to drive organizational change. Customer experience, UX, product, brand, marketing, and business leaders all shape what customers encounter. Mapping aligns business goals with customer needs across functions to deliver value. It's not just about surface--level optimization--it's about understanding people and building the capability to act on that insight. This updated third edition shows how experience mapping evolved from a niche design practice to a core capability. Plus, it adds guidance for using mapping at scale to drive transformation across organizations. New content covers trends reshaping the field: - Customer-centered collaboration throughout the mapping process, with expanded guidance on facilitating team activities - Chapters on enterprise challenges, including journey orchestration, employee experience, and strategy - Case studies showing mapping applications beyond commercial contexts 450 pp. Englisch. Codice articolo 9798341672291
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Taschenbuch. Condizione: Neu. Neuware -It's not the map. It's the mapping. Organizations struggle to improve customer experiences when they focus on internal processes over people's needs. Visualizing experiences helps teams gain an outside-in view of the business, but maps alone don't provide magic answers. The real value is in mapping as a process: the conversations, analysis, and activation that turn insights into action. As data and speed increase in the age of AI, teams need a clear way to focus and align. Mapping Experiences puts the customer at the center of team collaboration. A practical guide for teams, this book teaches how to use alignment diagrams to drive organizational change. Customer experience, UX, product, brand, marketing, and business leaders all shape what customers encounter. Mapping aligns business goals with customer needs across functions to deliver value. It's not just about surface--level optimization--it's about understanding people and building the capability to act on that insight. This updated third edition shows how experience mapping evolved from a niche design practice to a core capability. Plus, it adds guidance for using mapping at scale to drive transformation across organizations. New content covers trends reshaping the field: - Customer-centered collaboration throughout the mapping process, with expanded guidance on facilitating team activities - Chapters on enterprise challenges, including journey orchestration, employee experience, and strategy - Case studies showing mapping applications beyond commercial contexts 450 pp. Englisch. Codice articolo 9798341672291
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Mapping Experiences
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Taschenbuch. Condizione: Neu. Neuware -It's not the map. It's the mapping. Organizations struggle to improve customer experiences when they focus on internal processes over people's needs. Visualizing experiences helps teams gain an outside-in view of the business, but maps alone don't provide magic answers. The real value is in mapping as a process: the conversations, analysis, and activation that turn insights into action. As data and speed increase in the age of AI, teams need a clear way to focus and align. Mapping Experiences puts the customer at the center of team collaboration. A practical guide for teams, this book teaches how to use alignment diagrams to drive organizational change. Customer experience, UX, product, brand, marketing, and business leaders all shape what customers encounter. Mapping aligns business goals with customer needs across functions to deliver value. It's not just about surface--level optimization--it's about understanding people and building the capability to act on that insight. This updated third edition shows how experience mapping evolved from a niche design practice to a core capability. Plus, it adds guidance for using mapping at scale to drive transformation across organizations. New content covers trends reshaping the field: - Customer-centered collaboration throughout the mapping process, with expanded guidance on facilitating team activities - Chapters on enterprise challenges, including journey orchestration, employee experience, and strategy - Case studies showing mapping applications beyond commercial contexts. Codice articolo 9798341672291
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Mapping Experiences (Paperback)
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Paperback. Condizione: new. Paperback. It's not the map. It's the mapping.Organizations struggle to improve customer experiences when they focus on internal processes over people's needs. Visualizing experiences helps teams gain an outside-in view of the business, but maps alone don't provide magic answers. The real value is in mapping as a process: the conversations, analysis, and activation that turn insights into action.This practical guide teaches teams to use alignment diagrams to drive organizational change. Customer experience, UX, product, brand, marketing, and business leaders all shape what customers encounter. Mapping aligns business goals with customer needs across functions to deliver value. It's not just about surface-level optimization-it's about understanding people and building the capability to act on that insight.This updated third edition shows how experience mapping evolved from a niche design practice to a core capability. Plus, it adds guidance for using mapping at scale to drive transformation across organizations. New content covers trends reshaping the field:Customer-centered collaboration throughout the mapping process, with expanded guidance on facilitating team activitiesChapters on enterprise challenges, including journey orchestration, employee experience, and strategyCase studies showing mapping applications beyond commercial contexts This updated third edition shows how experience mapping evolved from a niche design practice to a core capability. Plus, it adds guidance for using mapping at scale to drive transformation across organizations. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability. Codice articolo 9798341672291
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