How can a service provider understand the customer journey without involving the customer in its analysis? Additionally, how can management make decisions based on data and information that are not visible?
 
This tutorial consists of three voice-over MP4 videos explaining the importance of mapping customer service journeys, making them visible, and how to map them.
 
Part A (4-minutes 48 seconds duration)
Part B (3-minutes 13 seconds duration)
Part C (2-minutes 22 seconds duration
 
9-minutes 38 seconds total duration.
 
Composed by: Trevor Wilson
Company: ITSM Assist Limited