SU Module 5 Development and Applications of Customer Experiences PPT

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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.

ARTICLES

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). Putting behavioral psychology to work to improve the customer experience Download Putting behavioral psychology to work to improve the customer experience. McKinsey & Company.

Bradley, K., & Hatherall, R. (2015). Mastering the episodes that count with customers Download Mastering the episodes that count with customers. Bain & Company.

duToit, G., Englehardt, J., Sager, P., & Fruechtl, K. (2018, June 13). Experience is the new product; Here’s how to manage it Download Experience is the new product; Here’s how to manage it. 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). The state of mapping the customer journey Download The state of mapping the customer journey.

Thomke, S. (2019, August 6). The magic that makes customer experiences stick Download The magic that makes customer experiences stick. MIT Sloan Management Review.

Videos

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