Transformative Experience Journey Management: Go beyond journey mapping with actionable strategies, frameworks, and resources

by Diane Magers, Stacy Sherman

Overview

Gain insights to design, manage, and optimize experience journeys that enhance customer interactions, drive growth, and create lasting value.

Key Features

• Build customer experiences that align with business goals focused on real results
• Understand how top brands transformed their customer journeys for lasting success
• Get guidance from Diane Magers and Stacy Sherman, trusted global leaders in journey management
• Purchase of the print or Kindle book includes a free PDF eBook

Book Description

Why do customers leave or stay with brands? It’s not just about superior products or services, AI-driven features, or increased marketing. Retention hinges on seamless, trustworthy, and efficient interactions across every touchpoint. Too often, companies focus on quick fixes rather than the broader customer experience, leading to disjointed efforts, frustrated customers, and stalled growth. This book revolutionizes Experience Journey Management (EJM) by teaching you to manage the entire experience—from start to finish—across channels and departments. Journey mapping is just the start. You’ll learn how to create human-centered, cohesive journeys that build loyalty and sustainable success. With actionable strategies, frameworks, and resources, this guide enables your organization to deliver experiences customers love. Learn how you can create meaningful change, fostering memorable, shareable experiences customers will remember and recommend by aligning and enabling departments like HR, IT, Marketing, and Operations.

What you will learn

• Gain a holistic view of journey management
• Understand critical elements for success
• Drive growth using proven frameworks and human-centric strategies
• Leverage AI and data to enhance engagement
• Break down silos to improve team alignment
• Generate measurable impacts through proactive design and journey management

Who this book is for

Leaders and teams in experience, product, design, and technology roles will find practical guidance to elevate customer experience and drive loyalty, growth, and retention.

Product Details

ISBN-13:	9781835081136
Publisher:	Packt Publishing
Publication date:	08/07/2026
Product dimensions:	75.00(w) x 92.50(h) x (d)

About the Author

Diane Magers, CCXP is an internationally renowned speaker, best-selling author, passionate and recognized thought leader, and founder and CEO of Experience Catalysts, an experience management advisory, coaching, and consulting firm. She is a founding member and past CEO of the Customer Experience Professionals Association (CXPA). She holds the designation of CCXP (Certified Customer Experience Professional), an MBA, and an MS in Psychology. As a previous practitioner with over twenty-five years of building and growing differentiation by experience including Sysco Foods and AT&T Business Solutions, Diane's passion is advising and coaching individuals, teams, and leaders to adopt and build the critical capabilities to define, design, and drive impact and measurable value for customers and their brands. She has influenced brands such as VMWare, State Farm, and Invisalign. Diane is a Professor of Practice for the Michigan State University CXM Master's Program and Instructor of Experience Management at Southern Methodist University. She is recognized on multiple “Experience Influencers to Follow” lists including the recent “Women in Power” and recognitions including the CX Academy's CX Fellowship Award and the CXPA Extra Mile Award winner.

Stacy Sherman, a professional speaker, author and advisor, and customer experience practitioner, helps businesses significantly increase their income from existing customers, and maximize referrals and staff retention for sustainable growth. She achieves this through her proven Heart & Science™ model, merging 25+ years of CX and Marketing roles at reputable brands like Liveops, Verizon, Schindler Elevator, Wilton Brands, and AT&T, enhanced by an MBA and Customer Journey Management certifications. A recognized leader, Stacy has spoken at hundreds of global events and workshops, consistently earning recognition as a Top 30 Global Guru and a Top 25 CX Thought Leader by ICMI. Her impact is further evidenced by the prestigious W3 award for her Doing CX Right podcast. She continues to empower professionals through educational initiatives, including her LinkedIn Learning course, best-selling co-authored books, and insightful articles in dozens of business publications.

Table of Contents

Table of Contents

1. Overview of Journey Management
2. The Experience Journey Management Framework
3. Experience Journey Management: People, Process, Data, And Technology
4. Data-Driven Insights for Effective Journey Management
5. Designing Engaging Experience Journeys
6. Orchestrating Multichannel Experiences
7. Mapping Touchpoints and Moments of Truth
8. Cross-Functional Collaboration for Successful Journeys
9. Technology and Tools for Journey Management
10. Real-Time Monitoring and Adaptive Journey Management
11. Customer Feedback and Iterative Improvements
12. Measuring Success in Journey Management
13. Change Management and Scaling Journey Management
14. Case Studies in Successful Experience Journey Management
15. Future Trends in Experience Journey Management
16. Becoming an Experience Journey Management Disruptor