Customer experience is a great tool for differentiation in a highly competitive market. But product owners and marketing specialist often make mistakes while they map customer journey and apply it wrongly. In his report, Michael will explain how to use Relationship Dynamics, how to map and use behavioral scenarios to influence customer behavior and how to move from incremental improvements to radical or revolutionary changes in customer relationships step by step. Also you will know how to properly apply Customer Journey Mapping for specific life or business events.