TY  - BOOK
AU  -  Kalbach,Jim
TI  - Mapping experiences:  a complete guide to creating value through journeys, blueprints, and diagrams
SN  - 9781492076636
U1  - 658.812 KAL 
PY  - 2021///
CY  - Boston
PB  - O'REILLY Media
KW  - Customer experience
KW  - Mapping experience-customers
KW  - Employee experience
KW  - Mapping strategy-diagrams
KW  - Research-customer services
N1  - Includes reference (p.391-p.400) index (p.401-p.410)
N2  - 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

ER  -