Read the materials recommended under Readings & Media and work with your team to prepare a presentation on the development and applications (and possibly case studies) of Customer Experiences.
Record a video narration of your presentation slides using PowerPoint (see instructions below).
Then, submit your finished presentation video/slides to this discussion.
Abraham, M. (2015, December 27). Experience mapping — learning from adaptive path. Medium.
https://medium.com/@maa1/experience-mapping-learning-from-adaptive-path-5fbfa1d96209 (Links to an external site.)
Bhattacharjee, D., Gilson, K., & Yeon, H. (2016, March).. McKinsey & Company.
Bradley, K., & Hatherall, R. (2015).. Bain & Company.
duToit, G., Englehardt, J., Sager, P., & Fruechtl, K. (2018, June 13).. Bain & Company.
Fontein, M. (2020, August). A practical customer journey mapping guide for CX professionals. Service Design Show. https://www.servicedesignshow.com/customer-journey/guide/ (Links to an external site.)
Hanover Research (2019)..
Thomke, S. (2019, August 6).. MIT Sloan Management Review.