Meet the Expert: Jim Kalbach on New Directions in Mapping Experiences
.MP4, AVC, 1920x1080, 30 fps | English, AAC, 2 Ch | 1h | 803 MB
Over the past decade, mapping experiences-a design and marketing technique that attempts to capture an experience in a diagram-has entered the mainstream.
Stakeholders are now asking for things like customer journey maps by name, even if they don't know exactly what they're requesting. To keep up with demand, the field, along with associated areas such as experience design, service design, and customer experience management, is maturing quickly, brig with it a number of necessary changes.
Join us for this edition of Meet the Expert with Jim Kalbach. You'll get an overview of experience mapping fundamentals and explore five trends shaping the field today: facilitation as a core part of mapping, increased focus on multichannel experiences, the rise of mapping as a management activity, the inclusion of employee experience, and the application of experience mapping outside of commercial settings.
Core concepts in mapping experiences
Key trends and changes to the field
The future outlook and where the field might be heading
You want to learn about the fundamental shifts that are transfog the business landscape and customer needs.
You want to stay current in new skills related to customer journey mapping, service blueprinting, and similar techniques.