JAMES DODKINS
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Build the Journey to Deliver the Successful Outcome

10/21/2020

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The way I see it - there’s 2 parts of Customer Experience

1. The outcome
2. The journey to the outcome

I think we need to approach them in that order too. Understand your customer’s successful outcome then build the journey to deliver it.

It doesn’t matter how well you’ve designed the journey, if it doesn’t deliver the Successful Customer Outcome - you’ve failed.

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  • Speaking
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