This book continues on mapping customer journeys, started in the previous part of the book: A Definitive Guide to Customer Journey Mapping - Part 1. It gives more important details to add on your customer journey maps. It also gives advice on how to run various length workshops with your colleagues and customers to make the maps even more accurate.
About the author
Dr. Janne Ohtonen, is an experienced customer experience and business process management specialist, with two decades of experience. He has worked with companies like British Telecom, Pfizer, Apple, IAG Group, Bristol Myers-Squibb, UK Broadband and British Airways. Dr. Ohtonen has also published several books on customer-centric business process management and capabilities.