Customer Journey: Books
Books chosen by our experts; Summaries offered by Google’s GenAI Gemini
It provides a practical guide to planning, facilitating, and demonstrating the value of the journey maps to drive positive change within organizations.
Source: Angrave, Jerry (2020). The Journey Mapping Playbook. De Gruyter [Link]
This book teaches various teams (designers, marketing, etc.) how to use “alignment diagrams” to understand customer experiences and business goals.
Source: Kalbach, Jim (2021). Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints & Diagrams, 2nd Wiley [Link]
Customer Journey: Articles
Articles chosen by our experts; Summaries offered by Google’s GenAI Gemini
Chinese retailers leverage social media and livestreaming to influence buying decisions, with influencers like Li Jiaqi selling millions of dollars’ worth of products in a day. Western companies can learn by creating unified customer entry points and integrating social media into their strategies.
Source: Edelman, David C. and Marc Singer (2015), “Competing on Customer Journeys,” Harvard Business Review [Link]
Chinese retailers leverage social media to influence buying decisions, with influencers selling millions of dollars’ worth of products. Western companies can learn by integrating social media into their strategies.
Source: Greeven, Mark J., Katherine Xin, and George S. Yip (2021), “How Chinese Retailers are Reinventing the Customer Journey: Five Lessons for Western Companies,” Harvard Business Review [Link]