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15 January 2024 | eGuide / white paper

eGuide - Ensuring your Customer Journey Mapping is effective, strategic and influential

In the ever-changing landscape of the travel industry, customer expectations are evolving rapidly. Keeping up requires more than just booking platforms and mobile boarding passes. 

You need a clear roadmap for understanding every touchpoint and exceeding expectations at every opportunity, paying attention to their emotions, desires, and pain points throughout. The good news is, you can discover how to elevate your passenger experiences through the process of Customer Journey Mapping.  

We’ve partnered with Jerry Angrave, the founder of Customer Experience consultancy Empathyce to produce this free eGuide dedicated to Customer Journey Mapping. This updated version covers: 

  • Expert insights: Understand the emotional drivers, needs, and pain points that shape your passengers' experiences. 
  • Actionable frameworks: This guide provides you with frameworks and real-world examples to take you through the journey mapping process so that you can transform your own passenger experiences.  
  • Inspiring loyalty: Discover how effective journey mapping can foster customer loyalty, turning one-time interactions into long-term advocates. 
  • Data-driven decisions: Using data to understand passenger behavior and perceptions to improve every journey, even when things don’t go as planned. 

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