Glossary: 196 terms

Jobs To Be Done

Abbreviation: JTBD A job to be done is the unmet need or want that a person feels in response to a trigger. It includes tasks, goals or objectives that a person is trying to accomplish …

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Journey

In customer experience, the concept of journey refers to the steps that the customer takes while using a product or service and the experiences he goes through when interacting with a company or brand. Customer experience …

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Journey Mapping

Abbreviation: JM It’s a visual or graphic representation of the steps of every experience your customers have with you. It illustrates how the products and services are perceived, consumed and experienced by the customer in all touch-points. …

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