Transformative Experience Journey Management
Go beyond journey mapping with actionable strategies, frameworks, and resources

By (author) Diane Magers,Stacy Sherman

ISBN13: 9781835081136

Imprint: Packt Publishing Limited

Publisher: Packt Publishing Limited

Format: Paperback / softback

Published: 12/12/2025

Availability: Available

Description
Gain insights to design, manage, and optimize experience journeys that enhance customer interactions, drive growth, and create lasting value. Key Features Build customer experiences that align with business goals focused on real results Understand how top brands transformed their customer journeys for lasting success Get guidance from Diane Magers and Stacy Sherman, trusted global leaders in journey management Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionWhy do customers leave or stay with brands? It’s not just about superior products or services, AI-driven features, or increased marketing. Retention hinges on seamless, trustworthy, and efficient interactions across every touchpoint. Too often, companies focus on quick fixes rather than the broader customer experience, leading to disjointed efforts, frustrated customers, and stalled growth. This book revolutionizes Experience Journey Management (EJM) by teaching you to manage the entire experience—from start to finish—across channels and departments. Journey mapping is just the start. You’ll learn how to create human-centered, cohesive journeys that build loyalty and sustainable success. With actionable strategies, frameworks, and resources, this guide enables your organization to deliver experiences customers love. Learn how you can create meaningful change, fostering memorable, shareable experiences customers will remember and recommend by aligning and enabling departments like HR, IT, Marketing, and Operations. What you will learn Gain a holistic view of journey management Understand critical elements for success Drive growth using proven frameworks and human-centric strategies Leverage AI and data to enhance engagement Break down silos to improve team alignment Generate measurable impacts through proactive design and journey management Who this book is forLeaders and teams in experience, product, design, and technology roles will find practical guidance to elevate customer experience and drive loyalty, growth, and retention.
Table of Contents Overview of Journey Management The Experience Journey Management Framework Experience Journey Management: People, Process, Data, And Technology Data-Driven Insights for Effective Journey Management Designing Engaging Experience Journeys Orchestrating Multichannel Experiences Mapping Touchpoints and Moments of Truth Cross-Functional Collaboration for Successful Journeys Technology and Tools for Journey Management Real-Time Monitoring and Adaptive Journey Management Customer Feedback and Iterative Improvements Measuring Success in Journey Management Change Management and Scaling Journey Management Case Studies in Successful Experience Journey Management Future Trends in Experience Journey Management Becoming an Experience Journey Management Disruptor
  • Behavioural economics
  • Sales & marketing
  • Management decision making
  • General (US: Trade)
  • Professional & Vocational
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List Price: £29.99