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Zmags
Robots are taking over routine tasks. The Internet generation wants to communicate. GDPR is turning
personal data into goodwill. Gain new insights and enhance the relationship with Customer Journey Mapping.
– creating the
brand communities
of tomorrow
communication magazine #1 2018
CUSTOMER
JOURNEY
MAPPING
02
A focus on the
recipient’s experience
Annemarie Gardshol
CEO, PostNord Stralfors Group
Smarter Communication
Magazine is published by
PostNord Stralfors Group AB
Published by:
Elisabeth Wesselson,
Head of Staff
elisabeth.wesselson@stralfors.se
Text and design:
www
Robots are taking over routine tasks. The Interne
02 A focus on the recipient’s experience
03 Which
04 HOW
05 When the competitors are just a
06 “The work method differs betwee
07 “CJM was an important step towards understan
08 We want to strengthen our marke
09 Peter Storåkers, CEO at Sergel Kredittjänster
10 TARGET SPECIFICALLY – RATHER THAN BROADLY
11 “Y ou shouldn’t become obsessed with whether
12 DESIGN
The invoice is one of the most important communic
the communication and the customer data are in pl
FIVE UX TRENDS TO KEEP AN EYE ON → QR QR codes ar
The job’s not finished until you’ve delivered what
Ulf Cato is General Manager at Clarion Hotel Amar
18 CHOOSE THE RIGHT PATH FOR THE CUSTOMER JOURNE
19 How do we perform 1. W
20
21 AI and chatbots create the customer communic
Ditte Wolff-Jacobsen runs an agency called iindho
Italian Giovanni Toschi is one of the founders of
24Stefan Fölster is Head of the Reform Institute
25 doing something you should not, it c
26 SIMPLIFY – to be more competitive Customers
27
28 Nicola Millard, Customer Experience Futurolog
29
30 HAVE YOU MISUNDERSTO
31 Making an analogue se
32 The Internet has linked up three bi
33 ASHKAN FARDOST Age: 32 Lives
34 Good management of PERSONAL can enh
DATA The new data protection regulation will prov
36 Niels Dahl-Nielsen is a legal expert at the
THE GENERAL DATA PROTECTION REGULATION → The Gene
38 BETTER DIALOGUE TO PREVENT RECORD OF NON-PAYM
39 OK PERINTÄ → OK Perintä was founded in 1991 b
How willingness to pay is affected by the custome