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For Customer Experience Professionals

Augment Customer Journey Work With Expectation Mapping

Localizing Customer Experiences, Part 2

July 1, 2015

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Why Read This Report

Emotion is the most important dimension of a great customer experience (CX). As standards rise, CX professionals face the challenge of accurately accounting for this key emotional component, and the customer expectations that underpin it, in their customer journey work. This report, the second in a three-part series dedicated to tools that CX pros can use to localize products and services that will resonate with local segments, examines how organizations can use expectation mapping to transform their current customer journey into one that aligns and resonates with local customer expectations.

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Table of Contents

  • Customer Journey Maps Are Brilliant Tools But Have Limitations
  • Empathy And Alignment Are Keys To Creating An Expectation Map
  • recommendations

  • Start Mapping Customer Expectations To Localize Successfully

  • Expectation Mapping Frames The Canvas For Creative Localization
  • Supplemental Material