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Mapping Experiences : A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams, Paperback by Kalbach, Jim, ISBN 1492076635, ISBN-13 9781492076636, Brand New, Free shipping in the US Provides information on how to use alignment diagrams to turn customer observations into actionable insight for product and service design, covering such topics emphasizing recent changes in business using the latest mapping techniques, creating diagramsthat account for multichannel experiences as well as ecosystem design, and understanding how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability.
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