De Gruyter Business Playbooks – serie

The Journey Mapping Playbook: A practical guide to preparing, facilitating andunlocking the value of customer journey mapping A valuable guide in helping you build stronger customer experience programmes by developing effective customer experience strategies. Customer journey mapping is a vital tool used by Customer Experience professionals around the world. The journey map is crucial in understanding and managing the customer's perception of your service or brand at critical touchpoints and prioritising how to improve that experience. Journey mapping also shows where great experiences currently exist within the company and how they should be celebrated or protected. The danger in not journey mapping or getting it wrong is having no meaningful purpose and no consensus around what actions to take or why. At best, you risk wasting time, and effort or, at worst, handing your advantage over to your competitor. What should a customer journey map envisage? How should you use it? And how do you plan, facilitate then demonstrate the value of journey mapping by providing a compelling argument within the organisation to make changes? The Journey Mapping Playbook is an accessible how-to-do-it toolkit aimed at customer experience (CX) and marketing professionals who wish to improve their customer and employee experience.Jerry Angrave, a Customer and Passenger Experience Director who works across many sectors, including aviation and travel, financial services, professional services, and manufacturing, provides insight and practical guidance on planning, facilitating, and delivering a strategic journey mapping workshop. In this playbook, you will learn how to:Define journey mapping;Understand why a journey map is commercially important;Prioritise which journeys to focus on and how;Decide whom to invite and which tools to prepare;Plan for an effective session;Make every stage of the journey relevant and purposeful;What to do at the output of the workshop to ensure you get the most out of them;Build an ongoing programme;Nurture better and more profitable customer experiences.This book is for you if: You are a customer experience or marketing professional;You are in the early stages of building a rewarding career in customer experience; The Journey Mapping Playbook is a practical guide, presented in striking colour, with downloadable worksheets and frameworks to help you prepare, plan and run your workshop. Events around the book Link to a De Gruyter Online Event in which the author Jerry Angrave and founder & CEO of Empathyce, together with Ian Golding, Global Customer Experience Specialist; Sarah Corney, Head of Digital Experience, CIPD, London; and Nathalie Wickens, Customer Experience Manager, Cardiff Airport, discuss how business professionals can develop confidence with Customer Journey Mapping by making business decisions which are aligned with the experiences of the people they serve:https://youtu.be/s64kDe1dm2Y

The Radical Innovation Playbook: A Practical Guide for Harnessing New, Novel or Game-Changing Breakthroughs The only guide you will need on creating, planning, and launching a radical innovation project. Innovation is a must if you want your company to adapt and overcome the market's rapid change in this highly competitive world. Innovation can drive growth and revenue, whatever the size of your business – whether a micro-company, SME, or multinational. But while the more commonly tried and tested incremental innovation can save time, costs and enable a company to be more sustainable, breakthrough and radical innovation (the creation of new, far-reaching, and novel ideas) can generate between two to five times as much revenue within the same period. The challenge is that breakthrough and radical innovation are hard: they require unique capabilities, structures, approaches, success metrics, and cultures to succeed. Launching radical projects without a strategic approach risks you burning through time and money without anything to show for it. The Radical Innovation Playbook is a practical, how-to-do-it manual with tested advice and guidance on planning, creating, and successfully launching new innovative business ideas. Authors Olga Kokshagina, an innovation practitioner, researcher, and advocate for open science and entrepreneurism and Allen Alexander, an Associate Professor with a focus on innovation and entrepreneurism, provide insight, practical solutions, and reusable business model canvases to show how to develop breakthrough and radical ideas while steering through the culture of the organisation to gain buy-in from peers as well as stakeholders. In this playbook, you will learn how to:Discover new innovative ideas and emerging market opportunities;Find evidence that your innovation idea has business viability;Make vital decisions about how to plan and design your innovation project;Generate alternatives to your proposition;Explore, collect and analyse information to influence and convince others;Identify, navigate, and embrace uncertainty;Engage with peers and stakeholders;Reflect on how your organisation supports ideation processes;Discover, explore and secure investment;Gain confidence and skills for a successful launch;Diversify into new markets and commercial channels;Build a business structure that enables innovation to grow;Inspire and support future generations to make an impact and achieve success. This book is for you if: You are a first-time innovator looking for guidance and help in understanding how to take your fledgling ideas forward; A CEO or senior manager looking to invest in and devise your next-generation corporate innovation portfolio; You need to tailor your organisational structure to explore and deliver successful innovations. The Radical Innovation Playbook is a practical guide, presented in striking colour, with downloadable worksheets and canvases to help you collect, analyse, plan and launch a successful breakthrough or radical innovation project. Events around the book Link to a De Gruyter Online Event in which the authors Olga Kokshagina and Allen Alexander together with John Bessant, University of Exeter Business School, and Carina Leue-Bensch, Lufthansa Systems, talk about their own experiences in creating environments and models for radical innovation:https://youtu.be/eTLhMi4rBqY

Learn about the future of CIE learning and how to build your capacity to design an innovative and creative learning landscape. Whether you are a student who wants to learn and acquire new capabilities for Creativity, Innovation and Entrepreneurship (CIE), a teacher or lecturer trying to pass on the skills and capabilities of CIE to a new generation, or an industry professional responsible for skills development as part of a talent management strategy, learn how to create a supportive and useful learning environment for the future world of CIE. The Future of Learning Playbook provides a rich set of easy-to-use canvases, specific examples, and invites readers to begin a journey of reflection to design their own futures. In an easily accessible and visually appealing way, De Gruyter playbooks offer practical concepts for improving business performance. They are an extremely valuable resource for a wide range of business professionals.