Customer journey mapping (CJM) is a powerful tool that enables organizations to understand and improve the customer experience by visualizing the steps a customer goes through when interacting with a product or service.
A service blueprint is a diagram that illustrates the interactions between various service elements within a customer journey. It extends beyond customer journey maps to include complex, multi-channel, and cross-functional services.
Gilbert Ryle, a well-known philosopher of the 20th century, introduced the idea of "knowing how" and "knowing that" in his 1945-1946 address to the Aristotelian Society.
