1st – After reading about improving the customer experiences (Chapter 14 in the IT Strategy textbook), map and explain in your own words how your organization or a company mapped the customer experience. Add your overall thoughts in the second paragraph.
Example of a journey mapping –
https://www.paldesk.com/customer-journey-mapping-101-the-purpose-benefits-and-positive-outcomes/
Keep in mind that your audience knows nothing about strategically planning a customer experience. Keep your writing simple, clear, and precise.
