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For Customer Experience Professionals

Supercharge Your Journey Mapping

Combine Divergent And Convergent Approaches For Great CX

October 2, 2018

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Why Read This Report

Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like ecosystem maps, empathy maps, and "jobs to be done" frameworks. But the benefits of this mixology still evade many companies. Why? Because they misapply two kinds of methodologies — convergent and divergent. This report lays out how CX professionals can overcome this problem.

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Table of Contents

  • Blending Journey Mapping With Adjacent Methodologies Drives Results
  • How To Pick The Right Approach
  • How Four Firms Alternate Well Between Divergence And Convergence
  • Recommendations

  • Start Selecting The Right Divergent And Convergent Tools Now
  • Supplemental Material
  • Related Research Documents

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