Filter by Tag: Customer Journey Mapping.

Infusing Emotion into the Customer Journey

Article The Magic that Makes Customer Experiences Stick. Stefan Thomke. Journal MIT Sloan Management Review. September 2019. Vol 61, No. 1 Reviewer Dr. Luciano Castro, Clinical Associate Professor Summary Mapping the customer journey and thinking of ways to improve...



Customer journey mapping

Article Rosenbaum, M. S., Mauricio Losada Otalora, and Germán Contreras Ramírez. (2017). “How to create a realistic customer journey map.” Business Horizons. 60(1). 143-150. Reviewer Dr. Scott Downey, Associate Director and Professor Summary While presented as a case...