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Empathy Maps Are Not Journey Maps – and Vice Versa

Tags: map

Back in 2019, I shared an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business, that outlines the various types of maps that you may encounter or use in your work to understand and redesign the customer experience.

Tags: 
Annette Franz (Gleneicki)
customer experience
customer experience design
empathy maps
journey map


This post first appeared on Futurelab Marketing & Strategy Innovation, please read the originial post: here

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Empathy Maps Are Not Journey Maps – and Vice Versa

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