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- W2893999318 abstract "A certain company experienced an increasing level of dissatisfaction among its customers with the service it provided, and disagreed internally about the root causes of the negative trend. This case study describes a formalised methodology for customer journeys and a procedure to identify customer pain points and unwanted deviations. We present a three-step procedure to improve the company's service experience: 1) identifying the key planned journeys through workshops and world café methodology; 2) researching actual customer journeys through interviews; 3) establishing customer journey heatmaps as an internal call-for-action and prioritisation tool in the effort of service improvement." @default.
- W2893999318 created "2018-10-05" @default.
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- W2893999318 date "2018-09-29" @default.
- W2893999318 modified "2023-09-26" @default.
- W2893999318 title "Customer journey heatmaps" @default.
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- W2893999318 doi "https://doi.org/10.1145/3240167.3240277" @default.
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