Author: Afra Gloria Mueller & Sophie Stender

Interview Afra Gloria Müller & Sophie Stender: Customer Journey Mapping & Service Blueprinting - how companies put their customers back in the spotlight

In a digitalized world, customer centricity is one of the indispensable skills for economic success. In reality, however, the customer is no longer the focus of all processes in many companies. Instead, many organizations are increasingly turning around themselves in their process optimization - without considering the consequences for their customers. Sophie Marie Stender and Afra Gloria Müller on Customer Journey Mapping and Service Blueprinting as tools with which companies can once again align themselves more consciously with their customers.

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