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 sever
Customer Journey Maps are vital for successful customer-centric business optimisation. They describe how your customers will travel from a desire to an outcome. This eBook gives you step-by-step practical tools to get your journey mapping started. These instructions you can ensure your business gets its customer journeys right by following a proven method used by leading companies. And the advice in this book will not just “get you there”, it will place you right in the top against the competition doing Journey Mapping. This book is part 1 of series of 2.