The compliment to the youtube video. This time you can download the PDF and browse at your leisure, avoiding the skuttery video. Cheers, Steve

1. www.cxra'ng.com
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
An
Overview
of
CXMapping
using
the
ABACUS
toolkit
from
the
BP
Group
www.cxra'ng.com

2. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
SHARE
SHARE
SEARCH
>
>
>
<
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY
CARE
>
<
SHARE
USE

3. www.cxra'ng.com
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

4. www.cxra'ng.com
>
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

5. www.cxra'ng.com
AWARENESS
DISCOVER
>
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

6. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
>
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

7. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
>
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

8. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
>
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

9. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
>
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

10. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
>
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

11. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
>
>
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

12. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
CARE
>
>
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

13. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
CARE
CARE
SUPPORT
>
>
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

14. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
CARE
CARE
SUPPORT
SHARE
>
>
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

15. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
CARE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
>
>
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

16. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
>
>
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY
CARE
ACQUISITION
>
<

17. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
CARE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
>
>
>
<
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

18. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
CARE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
>
>
>
<
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

19. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
CARE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
SHARE
SEARCH
>
>
>
<
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

20. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
CARE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
SHARE
SHARE
SEARCH
>
>
>
<
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

21. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
CARE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
SHARE
SHARE
SEARCH
>
>
>
<
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY

22. www.cxra'ng.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
BUY
IN
RESEARCH
BUY
IN
COMPARE
BUY
IN
DECIDE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
SHARE
SHARE
SEARCH
>
>
>
<
<
<
WEB
CO.
WEB
MOBILE
BRANCH/STORE
CALL
CENTRE
SOCIAL
ACQUISITION
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
KEY
CARE
>
<
SHARE
USE

23. www.cxra'ng.com
©
CXRATING
2013
CUSTOMER
EXPERIENCE
MAPPING
WITH
ABACUS
An
Overview
of
CXMapping
using
the
ABACUS
toolkit
from
the
BP
Group