Ep 20 - Jim Kalbach, Head of Customer Success at MURAL

Jim Kalbach, the Head of Customer Success at MURAL, and the author of Mapping Experiences, a book about how visual diagrams and blueprints can help companies optimize their customer experience, joins Kristen to discuss how MURAL maps their customer journey. Jim also shares his advice for companies that want to adopt visual approaches for their processes and customer experiences! There’s lots to adopt from this one!

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