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Customer journey mapping

Cruickshank, Peter

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Abstract

Public services need to adapt to the needs of their customers, the citizens. Often new e-services are technology-initiated, but Smart Cities start with the user. This document places the customer journey mapping (CJM) process in the context of customer insight and business process improvement and provides practical guidelines on how to make the most of CJM.

Report Type Technical Report
Publication Date 2011
Deposit Date Sep 27, 2012
Publicly Available Date Sep 27, 2012
Peer Reviewed Not Peer Reviewed
ISBN 9781907576201
Keywords Codesign; e-government; smart cities;
Public URL http://researchrepository.napier.ac.uk/id/eprint/5660
Contract Date Sep 27, 2012

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