Interactive Customer Journey Maps for Complex Services

Customer journey maps often assume linear and uniform customer experiences, limiting their effectiveness for complex services. In this article, an interactive customer journey mapping approach is proposed and evaluated in the context of a smart energy sharing platform project.

Authors

Publication Details

Journal
Touchpoint
Published
2024-09-09
DOI
https://doi.org/10.30819/touchpoint.15-2.16
Primary Topic
Service-Oriented Architecture and Web Services
Type
article
Field-Weighted Citation Impact
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article

Interactive Customer Journey Maps for Complex Services

Martijn Rietbergen, Carolijn Schrijver
Touchpoint
Service-Oriented Architecture and Web Services
article

Interactive Customer Journey Maps for Complex Services

Martijn Rietbergen, Carolijn Schrijver
article en

Abstract

Customer journey maps often assume linear and uniform customer experiences, limiting their effectiveness for complex services. In this article, an interactive customer journey mapping approach is proposed and evaluated in the context of a smart energy sharing platform project.

TouchpointVol. 15(2)
Openalex Percentile: Top 77%
Service-Oriented Architecture and Web Services
DOISourceOpenAlex
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Interactive Customer Journey Maps for Complex Services — Martijn Rietbergen, Carolijn Schrijver · Touchpoint (2024) | TGRS Research Map | TGRS