It's time for industry specific training
Agenda
What customer experience is
What customer experience isn't
Why is customer experience important?
Customer experience and relevance to publishing
Do your research
Customer needs overview
Types of research
Industry data sources
Segmentation
Segmentation
Persona development
Creating customer journey maps
Customer journey maps
Empathy maps
User story maps
Kicking off your strategy
Where are we now, where are we going and how?
Did we get there?
Reaping the rewards
Building loyalty
Measuring and improving
Example outcome measures
Useful tools
