Читать книгу Orchestrating Experiences - Chris Risdon - Страница 49

Start with reviewing the definitions of channel, journey, journey stages, and touchpoints. Show examples from your products and services to make this tangible. Encourage people to embrace these definitions for the workshop, in order to ensure an effective session. There may be initial confusion (or even pushback) as you introduce concepts that challenge the status quo. In the end, you should find that most people will appreciate at least trying a new approach to document the ways your organization currently interacts with customers.