Commanding Business

Jim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Consulting and Education with MURAL, a leading online whiteboard for digital collaboration. Previously, Jim has worked with large companies, such as Audi, SONY, Elsevier Science, Lexis Nexis, Citrix, and eBay, among others. Jim Kalbach authored #1 Amazon Business Development Bestseller, Mapping Experiences: A Guide to Creating Value Through Journeys, Blueprints, and Diagrams.   Key Takeaways: [1:05] Jim Kalbach never worried about what title was on his business card. His focus is on facilitating big-picture, strategic conversations. [3:36] Jim marries the idea of design information architecture with visualizing strategy in Chapter Three of Mapping Experiences. [5:46] Customer-centric thinking is a fundamental shift in the way business gets done. [8:54] Business leaders can use customer journey mapping, or experience mapping, to create a visualization. [11:04] Bl