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Orchestrating Experiences by Chris Risdon, Patrick Quattlebaum

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CHAPTER 4

Images

Orienting Around Journeys

What Is a Journey?

Journeys Are Made of Moments

There Are Many Types of Journeys

Journeys Are Valuable to Everyone

Journey: The Hub of Empathy and Understanding

Unpacking End-to-End Experiences

Getting Started with Journeys

Coda

Up to this point, we have unfolded a conceptual canvas of channels, touchpoints, people, places, things, and relationships upon which an infinite number of customer stories and interactions can play out. Now, let’s explore one last framework integral to understanding experiences that occur over time and space—the customer journey.

With many proponents across customer experience, user ...

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