{"product_id":"mapping-experiences-a-complete-guide-to-activating-customer-centered-collaboration-9798341672291","title":"Mapping Experiences: A Complete Guide to Activating Customer-Centered Collaboration","description":"\u003cp\u003eIt's not the map. It's the mapping.\u003c\/p\u003e \u003cp\u003eOrganizations struggle to improve customer experiences when they focus on internal processes over people's needs. Visualizing experiences helps teams gain an outside-in view of the business, but maps alone don't provide magic answers. The real value is in mapping as a process: the conversations, analysis, and activation that turn insights into action. As data and speed increase in the age of AI, teams need a clear way to focus and align. \u003cem\u003eMapping Experiences\u003c\/em\u003e puts the customer at the center of team collaboration.\u003c\/p\u003e \u003cp\u003eA practical guide for teams, this book teaches how to use alignment diagrams to drive organizational change. Customer experience, UX, product, brand, marketing, and business leaders all shape what customers encounter. Mapping aligns business goals with customer needs across functions to deliver value. It's not just about surface--level optimization--it's about understanding people and building the capability to act on that insight.\u003c\/p\u003e \u003cp\u003eThis updated third edition shows how experience mapping evolved from a niche design practice to a core capability. Plus, it adds guidance for using mapping at scale to drive transformation across organizations. New content covers trends reshaping the field: \u003c\/p\u003e \u003cul\u003e\n\u003cli\u003eCustomer-centered collaboration throughout the mapping process, with expanded guidance on facilitating team activities\u003c\/li\u003e \u003cli\u003eChapters on enterprise challenges, including journey orchestration, employee experience, and strategy\u003c\/li\u003e \u003cli\u003eCase studies showing mapping applications beyond commercial contexts\u003c\/li\u003e\n\u003c\/ul\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e James Kalbach\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e O'Reilly Media\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 08\/18\/2026\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 376\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 2.05lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.25h x 8.00w x 1.03d\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9798341672291\u003cbr\u003e\u003cb\u003e3rd Edition\u003c\/b\u003e","brand":"O'Reilly Media","offers":[{"title":"Default Title","offer_id":47937619722377,"sku":"9798341672291","price":59.99,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0636\/9240\/6921\/files\/img_96308fff-a639-4f14-a6f9-5b0dd7538376.jpg?v=1786471806","url":"https:\/\/sonsanddaughtersbooks.com\/products\/mapping-experiences-a-complete-guide-to-activating-customer-centered-collaboration-9798341672291","provider":"Sons and Daughters Books","version":"1.0","type":"link"}