Relevant bibliographies by topics / Customer journey mapping

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer journey mapping'

Author: Grafiati
Published: 4 June 2021
Last updated: 4 February 2022

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Journal articles on the topic "Customer journey mapping"

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Arias, Michael, Eric Rojas, Santiago Aguirre, Felipe Cornejo, Jorge Munoz-Gama, Marcos Sepúlveda, and Daniel Capurro. "Mapping the Patient’s Journey in Healthcare through Process Mining." International Journal of Environmental Research and Public Health 17, no. 18 (September 10, 2020): 6586. http://dx.doi.org/10.3390/ijerph17186586.

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Nowadays, assessing and improving customer experience has become a priority, and has emerged as a key differentiator for business and organizations worldwide. A customer journey (CJ) is a strategic tool, a map of the steps customers follow when engaging with a company or organization to obtain a product or service. The increase of the need to obtain knowledge about customers’ perceptions and feelings when interacting with participants, touchpoints, and channels through different stages of the customer life cycle. This study aims to describe the application of process mining techniques in healthcare as a tool to asses customer journeys. The appropriateness of the approach presented is illustrated through a case study of a key healthcare process. Results depict how a healthcare process can be mapped through the CJ components, and its analysis can serve to understand and improve the patient’s experience.
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Koussaifi, Hiba, David John Hart, and Simon Lillystone. "Customer complaint journey mapping: a qualitative approach." British Food Journal 122, no. 12 (June 19, 2020): 3711–26. http://dx.doi.org/10.1108/bfj-11-2019-0849.

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PurposeThis paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors.Design/methodology/approachResearch participants were trained to record contemporaneous accounts of future dissatisfactory dining experiences. Minimising issues of memory recall whilst faithfully capturing complainants' raw emotions. These recordings formed the basis for follow up interviews, based on the critical incident technique.FindingsThe central finding of this paper was how other actors outside of the traditional service dyad played a dynamic role in co-creating a complainants' emotions and subsequent behaviours.Practical implicationsThe resulting customer complaint maps give deep insights into the complex social dynamics involved in CCB, providing a powerful tool for both researchers and staff responsible for recovery strategies.Originality/valueThe mapping framework provides an innovative means of capturing the actual complaint experiences of customers and the role of other actors, utilising a multi-method approach designed to address various limitations of existing CCB research.
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Mele, Cristina, Tiziana Russo-Spena, Marco Tregua, and Cristina Caterina Amitrano. "The millennial customer journey: a Phygital mapping of emotional, behavioural, and social experiences." Journal of Consumer Marketing 38, no. 4 (June 7, 2021): 420–33. http://dx.doi.org/10.1108/jcm-03-2020-3701.

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Purpose The wider possibility of connectivity offers additional opportunities for customers to experience value propositions. The online world is only one side of the customer experience. The integration of digital technologies, social presence and physical elements increases the complexity of customer journey. This paper aims to map the phygital customer journey by focusing on millennials. Design/methodology/approach The study adopted a qualitative methodology to investigate 50 millennials from Italy. Millennials had to describe, in two phases, a journey they had recently made. First, they used sticky notes with no restrictions on expressing their feelings and structuring their CJ. Second, customers transferred the sticky notes’ contents, consider the information provided and map the journey with additional details using the Uxpressia software. Findings This paper frames the Millennials customer journey as a cycle of four moments: connect, explore, buy and use. Each moment enacts the customer experience as a mixture of emotional, behavioural and social responses. Online and offline interactions blur the boundaries between the physical and digital world (i.e. phygital): millennials move back-and-forth or jump from one action to another according to the evolving path of emotions and interactions. Originality/value The phygital customer journey provides an alternative understanding of customer journey occurring as a fuzzy process or loop. A phygital map develops as a circular path of moments seen as phenomenological microworlds of events, interactions, relationships and emotions.
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Følstad, Asbjørn, and Knut Kvale. "Customer journeys: a systematic literature review." Journal of Service Theory and Practice 28, no. 2 (March 12, 2018): 196–227. http://dx.doi.org/10.1108/jstp-11-2014-0261.

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Purpose Customer journeys have become an increasingly important topic in service management and design. The purpose of this paper is to review customer journey terminology and approaches within the research literature prior to 2013, mainly from the fields of design, management, and marketing. Design/methodology/approach The study was conducted as a systematic literature review. Searches in Google Scholar, Scopus, Web of Knowledge, ACM Digital Library, and ScienceDirect identified 45 papers for the analysis. The papers were analyzed with respect to customer journey terminology and approaches, the relation to customer experience, the referenced background, and the use of visualizations. Findings Across the reviewed literature, customer journeys are described not only as a means to take the viewpoint of the customer, but also to reach insight into their experiences. A rich and at times incoherent customer journey terminology is analyzed and discussed, as are two emerging customer journey approaches: customer journey mapping (analysis of a service process “as is”) and customer journey proposition (generative activities leading toward a possible service “to be”). Research limitations/implications The review is limited to analyzing and making claims on research papers that explicitly apply the term customer journey. In most of the reviewed papers, customer journeys are not the main object of interest but are discussed as one of several topics. Practical implications A nuanced discussion of customer journey terminology and approaches is provided, supporting the practical application of a customer journey perspective. Originality/value The review contributes a needed common basis for future customer journey research and practice.
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Patti, Charles H., Maria M. van Dessel, and Steven W. Hartley. "Reimagining customer service through journey mapping and measurement." European Journal of Marketing 54, no. 10 (April 10, 2020): 2387–417. http://dx.doi.org/10.1108/ejm-07-2019-0556.

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Purpose How can customer service be so bad in an era when companies collect endless data on customer interactions? The purpose of this paper is to contribute to the important challenge of elevating customer service delivery by providing guidelines for when and how to select optimal measures of customer service measurement using a new decision framework. Design/methodology/approach The paper uses a comprehensive, multi-dimensional review of extant literature related to customer service, journey mapping and performance measurement and applied a qualitative, taxonomic approach for model development. Findings A process model and customer journey mapping framework can facilitate the selection and application of appropriate and relevant customer service experience metrics to enhance customer service experience strategies, creation and delivery. Research limitations/implications The taxonomy of customer service metrics is limited to current publicly and commercially available metrics. The dynamic nature of the customer service environment necessitates continuous updates of the model and framework. Practical implications Selection of customer service performance measures should match relevant stages of the customer journey; use perception-based, operational and outcome-based metrics that track employee and customer behaviours; improve omni-channel measurement; and integrate data-sharing and benchmark measurement initiatives through collaboration with customer service communities. Originality/value A reimagined perspective is offered to the complex challenge of measuring and improving customer service, providing a new decision-making framework for customer service experience measurement and guidance for future research.
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Kreienbrink, Janine. "Customer Journey Mapping trifft auf interne Kunden." Wissensmanagement 2, no. 1 (February 2020): 34–35. http://dx.doi.org/10.1007/s43443-020-0115-5.

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Addis, Michela. "Understanding the Customer Journey to Create Excellent Customer Experiences in Bookshops." International Journal of Marketing Studies 8, no. 4 (July 27, 2016): 20. http://dx.doi.org/10.5539/ijms.v8n4p20.

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<p>This study investigates the customer journey and identifies the drivers of excellent customer experience in bookshops. Five research methods—in-depth interview, focus group, participant observation, Zaltman metaphors elicitation technique, and collective stereographic photo essay—were run on eleven Italian bookshops involving more than 1 100 individuals overall. The contribution of this study is twofold. First, it illustrates the process to adopt when mapping the customer journey and analyzing the customer experience. Specifically, it proposes that customer experience can be deeply understood only via a broad research design involving several different profiles of participants, that are managers and booksellers, customers of different familiarity with bookshops (infrequent, frequent and loyal customers), people that were not familiar with the investigated bookshops but that have been invited on purpose, and people that have special interactions (café and events) with the bookshops. Second, results show three key aspects of the topic: (1) The customer experience world, based on rituals not on transactions; (2) The drivers of excellent customer experience in bookshops, which are customization, integration, and participation; (3) The complex role and broad competences of the ideal bookseller.</p>
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Crosier, Adam, and Alison Handford. "Customer Journey Mapping as an Advocacy Tool for Disabled People." Social Marketing Quarterly 18, no. 1 (March 2012): 67–76. http://dx.doi.org/10.1177/1524500411435483.

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Customer journey mapping originated as a market research tool to help commercial businesses understand consumers’ motivations and behaviors. More recently, customer journey mapping has been used by the public sector to identify ways of understanding citizens’ experiences of public services, with the aim of both improving the quality of public services and of enabling ordinary people to engage with the political process. This article reports on the first known use of customer journey mapping by a national charity as an advocacy tool, used as part of a program to campaign for improved access to goods and services for disabled people.
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Razum, Jochen. "Customer Journey Mapping: Mehr Wissen über den Kunden." Wissensmanagement 1, no. 5 (October 2019): 16–19. http://dx.doi.org/10.1007/s43443-019-0072-z.

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D'Arco, Mario, Letizia Lo Presti, Vittoria Marino, and Riccardo Resciniti. "Embracing AI and Big Data in customer journey mapping: from literature review to a theoretical framework." Innovative Marketing 15, no. 4 (December 19, 2019): 102–15. http://dx.doi.org/10.21511/im.15(4).2019.09.

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Nowadays, Big Data and Artificial Intelligence (AI) play an important role in different functional areas of marketing. Starting from this assumption, the main objective of this theoretical paper is to better understand the relationship between Big Data, AI, and customer journey mapping. For this purpose, the authors revised the extant literature on the impact of Big Data and AI on marketing practices to illustrate how such data analytics tools can increase the marketing performance and reduce the complexity of the pattern of consumer activity. The results of this research offer some interesting ideas for marketing managers. The proposed Big Data and AI framework to explore and manage the customer journey illustrates how the combined use of Big Data and AI analytics tools can offer effective support to decision-making systems and reduce the risk of bad marketing decision. Specifically, the authors suggest ten main areas of application of Big Data and AI technologies concerning the customer journey mapping. Each one supports a specific task, such as (1) customer profiling; (2) promotion strategy; (3) client acquisition; (4) ad targeting; (5) demand forecasting; (6) pricing strategy; (7) purchase history; (8) predictive analytics; (9) monitor consumer sentiments; and (10) customer relationship management (CRM) activities.
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Dissertations / Theses on the topic "Customer journey mapping"

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Tejnung, Elias. "Pains, delights och allt däremellan : En guide för kundresekartläggning." Thesis, Högskolan i Skövde, Institutionen för informationsteknologi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-17347.

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Metoden Kundresekartläggning har använts i årtionden för att kartlägga målgruppers upplevelser, exempelvis kunders upplevelse av en organisations tjänster. I vetenskaplig litteratur saknas beskrivning av hur datainsamling och analys går till i kundresekartläggnings-projekt. För att öka förståelsen för hur metoden går till har kunskap samlats in, främst genom intervjuer med praktiker (user experience designers och tjänstedesigners) erfarna av metoden. Resultatet blev en guide fylld av tips som kan vara bra för praktiker att tänka på inför och under den här typen av projekt, samt hur man kan engagera organisationen (beställaren av kundresekartan) i projektet så att insikterna används vidare även efter leveransen av kundresekartan. I slutet av guiden finns dessutom fem exempel på kundresekartor som praktiker delat med sig av och berättar om.
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Wikström, Daniel. "Me, Myself, and AI : Case study: human-machine co-creation explored in design." Thesis, Umeå universitet, Institutionen för informatik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-149632.

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The current case study served to investigate roles, uses, attitudes, and future implications of a collaborative artificial intelligence system [CAIS] at a user experience and service design firm. Due to the shortage in the body of literature for human machine co-creative collaboration, this study obliged in expanding on it from a qualitative and conceptual level. Findings from a thematic analysis on design practitioners, indicated three main themes: Attitudes, Attributes, and Awareness. Main findings indicate that negative attitudes affect how much autonomy is ascribed to CAIS; There is a lack of actuating design with this type of technology, partly due to lack of knowledge but also a central authority in the community; CAIS is perceived to foster creativity, but not truly collaboratively; Finally, ethical considerations towards designing with such intelligent systems are discussed both regarding the designer and the design process, but also towards the end-user.
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Chen, Mei-Chi, and 陳美錤. "The Customer Journey Mapping- Female Customers of Facial Skincare Products." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/31345695080438114779.

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碩士
國立臺灣大學
商學研究所
103
It has always been an important issue for companies to “know their customers.” The emergence and development of “Customer Journey Mapping” became the key to deal with this issue. It helps the company to identify if there is any room for service improvement and to find more business opportunities. By adopting this tool, company can appreciate customers’ needs, feelings and thoughts from customers’ perspectives more effectively. In the beginning part of this study, the definition, related concepts, applications and the executing methods of customer journey mapping will be comprehensively discussed and clarified. This study aims to build and compare the customer journeys of different types of customers, and therefore to discover the customers’ needs that are not yet satisfied by the products or services, with an eye to concluding further managerial implications. This research applied the customer journey mapping tool to analyzing 20- to 35-year-old Taiwanese female customers of skincare products, in order to comprehend their information- and purchase-behaviors. The method of research started from generalizing the interviewees into 3 kinds of personas. Secondly, divided the customer journey into 5 phases; furthermore, to know customers’ goals, touchpoints, feelings and thoughts in respective phases. This research will help companies to compare the differences among types of customers, investigate and identify their unsatisfied needs, and therefore provide executable solutions to solve these problems. The results shows that no matter which type the female customer belongs to, the process of collecting sufficient data plays an important role. The source of differences mainly comes from the “purchase phase,” where each type of customers chooses distinct channels because of different reasons. In addition, this study also discovered several customer dissatisfactions and formed corresponding managerial suggestions.
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Tan, Dennis, and Hellen Truong. "En studie av användarupplevelse (UX) i ett cross-channel sammanhang : Användarnas upplevelse av boklån på högskolebiblioteket i Borås." Thesis, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-26625.

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The bachelor thesis aims to explore whether students perceive the usage of self-service technology (SST) as positive, neutral or negative, which occurs before, under and after a visit at the library of University of Borås. In this paper, a qualitative user diary was used as a method to gather empirical data. An established UX method, customer journey mapping (CJM), was selected to analyze the empirical findings. The findings were further analyzed with a theoretical framework of the predecessor David Benyon to gain a deeper understanding of user experience in a cross-channel context. The study shows that students are overall positive to the usage of SST, but a deficiency of information affects the positive experience throughout the library.
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Books on the topic "Customer journey mapping"

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Customer Journey Mapping. Bookboon, 2016.

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Customer Journey Mapping. book boon, 2016.

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Clinehens, Jennifer L. CX That Sings: An Introduction to Customer Journey Mapping. Independently Published, 2020.

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Journey Mapping Experience: A Practical Guide to Preparing, Facilitating and Sharing the Value of Customer Journey Mapping. de Gruyter GmbH, Walter, 2020.

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Angrave, Jerry. Journey Mapping Experience: A Practical Guide to Preparing, Facilitating and Sharing the Value of Customer Journey Mapping. de Gruyter GmbH, Walter, 2020.

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Angrave, Jerry. Journey Mapping Experience: A Practical Guide to Preparing, Facilitating and Sharing the Value of Customer Journey Mapping. de Gruyter GmbH, Walter, 2020.

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Lewis, Martyn R. How customers buy... & why they don't: Mapping and managing the buying journey DNA. 2018.

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Mapping Experiences: A Complete Guide to Creating Value Through Journeys, Blueprints, and Diagrams. O'Reilly Media, Incorporated, 2021.

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Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams. O'Reilly Media, 2016.

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Book chapters on the topic "Customer journey mapping"

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Opresnik, Marc Oliver. "Effective Social Media Marketing Through Customer Journey Mapping." In Social Computing and Social Media: Experience Design and Social Network Analysis, 461–69. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-77626-8_31.

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Shi, Di, Rong Deng, Xin Xin, and Yumei Dong. "From Customer Journey to Knowledge Journey: Mapping the Knowledge Journey in Co-design on Public Realm." In Design, User Experience, and Usability: Theory and Practice, 256–67. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-91797-9_18.

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Yoo, Jaeyeon, and Younghwan Pan. "Expanded Customer Journey Map: Interaction Mapping Framework Based on Scenario." In HCI International 2014 - Posters’ Extended Abstracts, 550–55. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-07854-0_96.

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Fehér, Péter, and Krisztián Varga. "The Value of Customer Journey Mapping and Analysis in Design Thinking Projects." In Business Process Management: Blockchain and Central and Eastern Europe Forum, 333–36. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-30429-4_25.

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Kojo, Inka, Mikko Heiskala, and Juho-Pekka Virtanen. "Customer Journey Mapping of an Experience-Centric Service by Mobile Self-reporting: Testing the Qualiwall Tool." In Design, User Experience, and Usability. Theories, Methods, and Tools for Designing the User Experience, 261–72. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-07668-3_26.

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Laverie, Debbie, William H. Humphrey, and Dorcia E. Bolton. "Integrating Customer Journey Mapping and Integrated Marketing Communications for Omnichannel and Digital Marketing Education: An Abstract." In Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 205–6. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-99181-8_62.

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Wolny, Julia, and Nipawan Charoensuksai. "Multichannel Customer Journeys: Mapping the Effects of Zmot, Showrooming and Webrooming." In Marketing Challenges in a Turbulent Business Environment, 205–6. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-19428-8_54.

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"Customer Journey Mapping: Putting Yourself in the Customer's Shoes." In Behavioral Marketing, 69–82. Hoboken, New Jersey: John Wiley & Sons, Inc., 2015. http://dx.doi.org/10.1002/9781119170440.ch07.

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Bilgin-Wührer, Zeynep, and Gerhard A. Wührer. "The Hybrid Shopping Mile and Its Orbital Customer Journey Mapping." In Managing Customer Experiences in an Omnichannel World: Melody of Online and Offline Environments in the Customer Journey, 133–52. Emerald Publishing Limited, 2020. http://dx.doi.org/10.1108/978-1-80043-388-520201012.

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Dirsehan, Taşkın. "Mapping Smart Mobility Technologies at Istanbul New Airport Using the Customer Journey." In Smart Urban Development. IntechOpen, 2020. http://dx.doi.org/10.5772/intechopen.86135.

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Conference papers on the topic "Customer journey mapping"

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Heuchert, Markus. "Conceptual Modeling Meets Customer Journey Mapping: Structuring a Tool for Service Innovation." In 2019 IEEE 21st Conference on Business Informatics (CBI). IEEE, 2019. http://dx.doi.org/10.1109/cbi.2019.00068.

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Gusmao, Lidia, Hugo Helito, Tales Anarelli, Julia R. Conceicao, Tuo Ji, and Gabriel Barros. "A Customer Journey Mapping Approach to Improve CPFL Energia Fraud Detection Predictive Models." In 2020 IEEE PES Transmission & Distribution Conference and Exhibition - Latin America (T&D LA). IEEE, 2020. http://dx.doi.org/10.1109/tdla47668.2020.9326214.

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RAMJAN, SARAWUT, and KOM CAMPIRANON. "Customer Journey Mapping of a Public Mobile Application: The Case Study of a State Electricity Enterprise." In APIT 2021: 2021 3rd Asia Pacific Information Technology Conference. New York, NY, USA: ACM, 2021. http://dx.doi.org/10.1145/3449365.3449372.

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Elizarova, Olga, and Paul Kahn. "Align and Combine, Customer Journey Mapping and COM-B Analysis to Aid Decision-Making During the Design Process." In Design Research Society Conference 2018. Design Research Society, 2018. http://dx.doi.org/10.21606/drs.20188.208.

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Song, Peter, Debra Tetteh-Wayoe, Kimberly Pierce, Mike Hill, and Mark Maxwell. "Enhancing Flooding Monitoring and Response to Improve Geohazard Management." In 2020 13th International Pipeline Conference. American Society of Mechanical Engineers, 2020. http://dx.doi.org/10.1115/ipc2020-9260.

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Abstract In March 2019, snow melt and heavy rainfall resulted in major flooding at one of Enbridge’s (Company) pipeline river crossings. Based on an earlier hydrotechnical assessment, it was identified that the estimated scour in the river channel during a flood event of this magnitude could have the potential to create a pipe span of length where vortex induced vibration (VIV) may be initiated, potentially causing pipe failure and product release. As a precautionary measure, the Company shut down and isolated the pipeline; the two mainline block valves on either side of the river were closed for several days. This un-planned pipeline shut down impacted customers and resulted in revenue loss. An extended shutdown period would have also impacted downstream refineries. In order to promptly restart of the pipeline, bathymetric surveys (measuring the depth of a water body as well as mapping the river bottom profile and the underwater features of a water body) were performed in high flow conditions to verify the pipeline burial condition. This crossing had been identified in the Company’s long range forecast with a planned remediation completion in 2020. However, the potential residual threat to the integrity of the pipeline due to high flow events existed until the remediation could be completed. Consequently, Company Pipeline Integrity group had been closely monitoring this crossing. The Company’s Pipeline Integrity (PI) Department is on the journey to become a High Reliability Organization (HRO) where there is a strong preoccupation with failure and emphasis on determining the root cause of an incident, with the goal of striving for error free performance. As such, this incident was treated with as much emphasis as a pipeline failure, and several lessons learned from this incident were identified. This paper will discuss the enhancements made to the Company’s flood monitoring program, including the incorporation of the flood forecast monitoring into the flood monitoring program, identification of high priority crossings, development of purge plan, utilization of new technology for surveying during flooding and the development of a flood response guideline.
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Reports on the topic "Customer journey mapping"

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Seybold, Patricia. Customer Journey Mapping. Boston, MA: Patricia Seybold Group, May 2014. http://dx.doi.org/10.1571/me05-22-14cc.

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