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The Journey Mapping Playbook


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About the Author

Jerry Angrave is Customer and Passenger Experience Director at Empathyce, a customer experience (CX) consulting and coaching company.

Jerry works across many sectors including aviation and travel, financial services, professional services and manufacturing. Based in the United Kingdom, he works with companies throughout Europe and the Middle East.

His work is about helping build stronger CX programmes through the development of effective CX strategies and the delivery of operational competencies. At its core is the understanding of customers; who they are, why they do business and their hopes, expectations and fears.

The value in customer journey mapping is therefore in unlocking the most important issues and prioritising what should be done about them. Jerry has facilitated hundreds of journey mapping workshops and trained countless CX practitioners to run their own sessions.
He is a member of the Customer Experience Professionals Association, created in 2011 to support CX professionals globally. Jerry is hugely passionate about helping those who are looking to build a CX-based career to gain increased knowledge and confidence so they can contribute more to their organisation.

Jerry spent many years in senior CX roles with corporate organisations, including Lloyds Banking Group, before establishing Empathyce in 2012.


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