Customer Journey Mapping Aligned to Business Strategy

Today I am explaining the Service Capability Blueprint. The Service Capability Blueprint is an evolution of the Service Blueprint and Customer Journey Mapping. The Service Blueprint is great for understanding how the customer experience affects organisational processes. But it has its limitations; it doesn't scale and is not suitable for informing business strategy. The Service Capability Blueprint overcomes this limitation, by connecting the Service Blueprint to Business Capabilities instead of Business Processes.

00:00 - Start
00:10 - A New Approach
00:53 - Limitations of the Service Design
01:32 - The Customer Journey Map
03:14 - The Service Blueprint
05:07 - Benefits and Limitations
06:33 - Capabilities vs. Processes
07:28 - The Service Capability Blueprint
11:58 - Summary

*** Links ***

#CustomerJourneyMap #journeymapping #ServiceBlueprint #customerexperiencestrategy #designthinking #valuepropositioncanvas #CustomerJourneyMapping #DigitalTransformation #CustomerExperience #ServiceCapabilityBlueprint #BusinessArchitecture #CapabilityMapping

[ProfileRNP]

Dear Content Owner -
Big "Thank You" for taking the time and putting the "effort", "energy" to bring the value in this industry via this video.
Your video is highly enriching and bringing the passion with the depth to THRIVE ...
....

[kennzeichen]

I love how you expand and connect the concepts of scalability, CX, biz arch...

[enesbatursungurtekin]

very useful addition to service blueprint and service design

[borasevim]

one of your best youtube videos Jesper 👍👍

[NoRingtones]

I learn much from your videos. thank you

[crushmusic]

Love your videos Jesper. Another pearl!

[gameking]

I will try the service capability blueprint in my next project

[enesgul]

You did it again, another top video! 🙌🙌🙌

[theyde]

Never seen it connected like this before but it makes sense

[mokettahamilton]

Thanks for the video! Very informative👍

[sachacameron]

Do you offer business architecture training? This video was great

[RegionalFoodCulture]

Can you please share with a simpler example and complete the analysis

[Tony-lj]

Please explain how this works in the government sector

[yutv]

you talk a lot about data i would like to see more data architecture and governance content