a complete guide to creating value through journeys, blueprints, and diagrams Kalbach,Jim creator text Boston O'REILLY Media c2021 2nd ed. monographic iii, 410 p. : col. ill. ; 25 cm. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions. /Jim Kalbach Includes reference (p.391-p.400) index (p.401-p.410) eng. Customer experience Mapping experience-customers Employee experience Mapping strategy-diagrams Research-customer services 658.812 KAL 9781492076636 9781492076605 1492076600 MUL 20250711081906.0 Eng.