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The Hidden Problem With Customer Journey Mapping
Customer journey maps have been the standard for years. But what if they're built for a world that no longer exists?
Dave and Peter challenge the linear, step-by-step approach to understanding customer experience. From showers on Emirates flights to adaptive payment systems, they explore why our traditional mapping tools might be keeping us from seeing breakthrough opportunities.
What We Cover:
Why traditional journey maps focus on the "critical path" and miss everything else
The shift from cohorts and personas to individualized experiences
The privacy paradox of hyper-personalization
How…
The skinny
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